NOTE: This event has already taken place. See below for recording and event description.
Download the slides | Future-proofing the utility contact center (PDF)
Our research at E Source points to significant transformation in the management and operations of the utility contact center over the next five years. Utilities need to realistically assess where they are today in order to move their contact centers to the next level quickly, including the possibility of outsourcing. This transformation is being shaped by strategic industry forces ranging from affordability, electrification, and resource adequacy. Within the contact center, there will be a lot of focus on the impact of AI, but other drivers include: changing customer preferences and needs, new technologies and platforms, workforce skills and training, to name a few. In short, the utility contact center will be critical to managing a diversity of impacts even while contact volumes and complexity are expected to increase.
E Source is launching a multiclient study focused on future-proofing the utility contact center to work with and guide utilities wanting to improve their contact center operation with our experts, data, market research capabilities, and research reports that span the industry. Join us as we work together to create a roadmap for the most important changes necessary to prepare the utility contact center for the future.
This is an E Source webinar to launch the multiclient study. It’s an opportunity to learn about what is being planned and to answer any questions you may have.
The webinar will cover:
- E Source’s foundational research on future trends impacting contact centers
- Project approach and scope
- Description of the research methodology and deliverables
- Details of the project, including timeline and commitment from members
Moderators:
Jamie Wimberly, SVP, Utility Customer Strategy, E Source
Lisa Schulte, Product Strategist, Customer Experience,E Source
Questions about this event? Send us a message.