The Future of Customer Care, what does it look like for Utilities?

Posted to Energy Central in the Customer Care Group
Audra Drazga's picture
Vice President of The Power Industry Network Energy Central

I am the VP of the Energy Central Power Industry Network.  In this role, I help to connect professionals in the power industry through the development and management of topic-specific community...

  • Member since 2012
  • 861 items added with 512,548 views
  • Jun 3, 2018

This item is part of the Special Issue - 2018-05 - Customer Care, click here for more

The Energy Central Customer Care Group and Utility Business Network Communities will be highlighting insights shared around Customer Care in Utilities in a special issue newsletter on June 12th. 

We would love it if you could share any insights you have around the following topics:

  • The Future of Customer Care in Utilities
  • Social Media and Customer Care
  • Outage Communications
  • Analytics and Customer Care
  • Billing and Payments
  • Filed Services
  • Projects you are working on related to customer care
  • Other key issues or topics that you think might be relevant

Your access to Member Features is limited.

Start a post today!

Your post does not need to be a full-fledged article, it can be just highlights or bulleted talking points. All posts shared by June 8th will be highlighted in a special newsletter issue on June 12th reaching over 40,000 professionals in the power industry. Please us the tag Utility Customer Care 2018 to ensure your post is included in the newsletter! 

Need help getting started?  Check out our guide on how to start a post. Or you can reach out to our Power Industry Network Community Coordinator Rachael Lewis at and she can help – she will even post for you if your time is limited!

I look forward to reading your insights in the community! 

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Scott Karlin's picture
Scott Karlin on Jun 5, 2018

The Utility of Contact Center Outsourcing

As we move towards 2020, the big transition underway is the transformation of the traditional Utility "call" center into more of a full-fledged "contact" center. Utilities are realizing that the emphasis on "call" is ironically the same thing that needs to be eliminated. Talk about a conundrum. When you think about it, virtually every metric, every KPI, every process is tied to call measurement or improvement. How do you turn that ship into the wind -- and navigate the implications to CRM, Knowledgebase, billing, payments, technology interface, quality and more importantly... driving Digital Deflection?

Having a digital deflection strategy is key for Utilities. The technology, experience and process required to drive this transformation is a key reason why more Utilities have come around to the perspective that Outsourcing is an way to escalate and expedite the turn into the wind. How will chat be integrated into the communication mix? Will it live chat, chat-bots, texting .. a combination of all? Is the customer experience mobile friendly? Does the existing infrastructure (IT, Care, Billing and HR) have the expertise and budget to apply analog and digital (mobile) treatments to interactions. Is the operation PCI certified and compliant? Practical answer is that there will be gaps, big and small. And outsourcing with a leading experienced Utility focused BPO is a great way to bridge the gaps short and long term.

How is your company dealing with the transition from call center to contact center?


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