Energy and other utility companies face extreme pressure and scrutiny over supply and cost challenges, even though many causes are beyond their control. A tense environment exists where consumers, politicians and the media will be swift to highlight any customer service lapses or data security breaches
Providers need to tread carefully and always be seen to act responsibly. They must demonstrate great service — and with extra sensitivity, especially around vulnerable customers. But that’s hard when budgets are tight and quality agents are in short supply.
Any performance failures can impact industry scores and lead to action from regulators. This can impact profitability, investment and trust in a brand.
Fortunately, technology can help the sector with specific challenges.