Digital leadership for utilities
Catch up on all the latest news and insights to see how we’re helping utility companies innovate and improve processes to create a digital-first future.
Although missed payments and managing payment support are becoming a norm for all energy providers, with the recent soaring prices, their contact centres are going to feel the pressure.
Water companies have long been focused on delivery to customers. But less focused on engaging with those customers. With an efficient service and a captive audience, you’ve never really needed to be. But now Ofwat has extended the ‘reputational incentive mechanisms’ by which water companies are measured and funded. This new situation calls for a new approach.
With energy regulator Ofgem ordering 11 companies to improve customer service, Louise Wright is joined by Lewis Gallagher to discuss complaints handling and CX. Lewis has worked in the customer experience and contact centre space for over 20 years and shares his views and experiences of helping teams to problem solve.