Part 5: Collaborating with an Outsourcer (A Supplier’s Guide)
As the way customers engage with their utility suppliers and general purchasing behaviours change, the rise of the contact centre world is showing no signs of slowing. By 2027, the industry is expected to reach a value of $496 billion (Statistica), and in turn, demand for outsourcing contact centre services is due to grow. With […]
Part 4: The Importance of Communicating Effectively with your Customers
Recently, customers have been worried and concerned around matters such as supplier of last resort processes and price increases, and it is during such times that communication is crucial. The changes have been confusing to those of us ingrained in the market, let alone the end-users, amplifying the importance of communicating effectively. Customer communication is […]
Part 3: Supporting Vulnerable Customers
There are a lot of challenges facing customers currently with the rising cost of living and the impact financial burdens have on mental wellbeing. That is why Ofgem’s directive – that the energy market ‘is accessible, inclusive, and responsive to the needs of all consumers, including those in vulnerable situations’ – is more imperative than […]
Part 2: Delivering Best in Class Customer Service
A big focus in Utilities, as in many industries, is the evolution of customer service offerings in a post-pandemic world. How have the customer expectations changed? Which communication channels are being used, and how effective are they? Moreover, where can innovation make life easier for providers and customers alike? As stated by Five9, the intelligent […]
Part 1: Utilities & The Customer Experience
The utility market has been experiencing unprecedented change; it is practically impossible to watch the news and not hear about the soaring energy prices and the knock-on effects on our economy and communities alike. The industry has a number of challenges to overcome in 2022, but that’s not to say that progress has not […]
