This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 

Paul Korzeniowski's picture
B2B Content producer Self-employed

Paul is a seasoned (basically old) freelance B2B content producer. Through the years, he has written more than 10,000 items (blogs, news stories, white papers, case studies, press releases and...

  • Member since 2011
  • 1,439 items added with 490,052 views
  • Feb 7, 2022
  • 329 views

Spurred by pandemic induced social distancing rules, utility investments in outsourced customer contact centers grew 15% in 2021, according to management consulting firm Avasant.  Rapid changes in technology, security challenges, and a shortage of qualified staff were reasons for the change. Another factor is energy companies are moving away from a view of a contact center as a cost center and toward one positioning it as a strategic business enabler.  

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