Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Heriadhi Waskitho
Quality Auditor
22
MEMBER
Desmond Tan
Manager, Service Management
159
EXECUTIVE MEMBER
Mezy Fadhila
HSSE Supervisor
80
MEMBER
Ben Oxford
Head of Digital Crisis Support Services
251

Industry Research : New Verint Research Pinpoints Top Priorities Among Electric Utility Consumers That Improve CX

#contactcenterworld, @Verint

Electric utility consumers who report having a great experience have a 133 percent higher retention rate and are 142 percent more likely to recommend their provider compared to those with a poor experience. These are just a few of the key findings of new research based on a survey of more than 6,200 electrical utility consumers conducted by Verint(R) Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™.

The research is based on the Verint Experience Index™ benchmark survey of consumer satisfaction with 25 electricity providers and includes CSAT and NPS rankings. The report shows which providers deliver winning experiences for each of the four core utility customer experience satisfaction drivers—customer service, electricity service, price, and website. Based on interviews with several utilities, the report also explores key COVID-19 challenges utilities have faced and how they’ve worked to understand and meet shifting customer needs arising from the pandemic. Providers cite the need to adapt CX and VoC data collection, re-evaluate communication strategies, and become more proactive with contact center outreach.

When customers choose to stay with their existing provider, one-third cite brand reputation, one-third cite cost, and one-quarter credit customer service.

When asked about engagement preferences, digital was the preferred channel for research (66%), to pay bills (67%), to look for money saving tips (67%), and monitor outages (58%).

Of those surveyed, 19 percent of respondents had reached out to the contact center in the past 30 days. Of these, 42 percent had tried to resolve their issues via digital channels but had to then call customer service. Many reported they either couldn’t find information, found site navigation difficult, or encountered technical issues or errors. The research found that if even one-quarter of these issues could be resolved via digital self-service, providers could save $945,000 for every one million contact center interactions.

When it comes to outage reporting, the contact center is the most used channel. Only about one-third of customers (36%) said they used a digital channel to report an outage, compared to 54 percent who used the contact center. Of those who prefer digital, over one in five (22%) still used the contact center. If one quarter of those could be converted to digital self-serve channels, providers could save $495,000 for every one million calls.

Utility customers increasingly value solutions to help them be good environmental stewards and reduce their energy usage, and customer engagement in this area can significantly improve customer satisfaction. The research found that CSAT jumps more than seven points for customers taking part in three specific engagements: smart meter usage, enrollment in energy usage alerts, and use of energy saving resources.

"Utility customers judge their providers not just at the service level, but at an experience level—just as they do with retailers, banks, or cable companies. Our research reveals the most significant opportunities for electrical utilities to provide experiences that consumers truly value and where they can achieve cost savings," says Verint’s Kevin Daly, global VP and GM, experience management. "When providers listen across the customer journey and are strategic in using the insights from this data, they can deliver experiences that go beyond expectations and delight their customers."

#contactcenterworld, @Verint

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Double Standards

Read today's tip or listen to it on podcast.

Published: Tuesday, August 25, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Training

 
1.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

A Refreshing Contact Center!
WATCH

Coming up this Week

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5897 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =