On-Demand Webinar | Improving Utilities Contact Center Effectiveness with Intelligent Data

The contact center remains a key communication channel between utilities and consumers for all types of account-related activities.  Immediate and knowledgeable interactions are necessary to engage customers and find resolutions. 

Research across dozens of utility call centers shows that, on average, 40% - 50% of inbound calls cannot be identified or contained in the IVR, resulting in increased agent costs and unnecessary friction in the customer experience. During the COVID-19 pandemic, call centers have been strained further from agent staffing issues, highlighting these inefficiencies and areas of opportunity for operational improvements.  

IVR technologies are most effective when customers are identified from your CIS or CRM systems.  There are two challenges to this. First, research shows 18%-22% of a utility's customer phone data is outdated and incorrect. Second, with mobile proliferation, individuals call from phones that aren’t in your systems.  This forces loyal customers to re-authenticate themselves, wasting time and money, and creating friction in the customer experience. 

View this on-demand webinar to learn how utilities are improving caller identification and self-serve rates, improving the call center customer experience.

Objectives:

• Hear the case studies of major utilities on how access to intelligent customer data has improved IVR Identification and Self-Serve rates by double digits.
• Understand the issues causing low identification rates
• Learn about third-party Identity Graphs and their use in operational flows.
• Walk through an ROI on how small increases can lead to large savings

SPEAKERS

Michael Hawk, Senior Director – Identity Solutions, Neustar

Michael Hawk is a Senior Director – Identity Solutions in Neustar’s Fraud, Risk and Compliance organization with responsibility for Neustar’s outbound and inbound call efficiency solutions within the Utilities, Communications, and Home Services verticals. 

At Neustar Michael helps organizations improve contact center efficiency and combat fraud by leveraging unique identity and attribute data. Over the last thirty years Michael has held management positions at leading data, software and professional services firms in varied functional areas including business development, product management, software development and systems integration. He has a bachelor’s degree (Marketing) from James Madison University and an MBA from Georgetown University.  
 

Forrester Research Analyst Guest Speaker: Brandon Purcell, VP, Principal Analyst

Brandon serves customer insights professionals, covering customer analytics and artificial intelligence. His work helps organizations derive meaningful insights from customer data to attract and retain customers, increase customer loyalty and profitability, and inform product development and service delivery. His research agenda also includes artificial intelligence strategy with a specific focus on responsible and ethical AI.

Listen today!