| One of the biggest challenges utility executives face is changing the utility culture to be more flexible and customer focused as they strive to implement current trends in customer service and compete in an environment characterized by volatile market conditions regulation and de-regulation, and unexpected seasonal and event-driven peaks in volume. Most residential and commercial utility and energy companies have implemented proactive customer service approaches, offering self-service automation for repetitive tasks like bill payment, and outbound notifications for communicating service outages to supplement more costly live agent support. However, in a market so sensitive to external factors, it is critical to discover more efficient ways to provide a satisfying customer experience for customers regardless of the channel they use to interact with the business. |