The energy and utility market faces critical customer service challenges, many of these accelerated by the global pandemic. For example, growing customer preference for digital channels, the shift to home working for agents and rising customer churn rates have all put contact center performance and customer experience under the spotlight.
According to industry sources, customer churn cost US utility companies $32.9 billion in 2020, and the picture is similar in other countries. In the same year, agents were under pressure to handle a staggering 54 million calls that could have been satisfied by a self-service channel.
Contact centers address these challenges by introducing IVR and other voice-driven self-service channels. But often, doing so against a backdrop of sub-optimal technology infrastructures, with Quality of Experience (QoE) issues that put the customer experience at risk.
Effective customer journey planning and testing are critical to the success of contact center improvement projects. Still, how can you guarantee flawless execution in a blended human and digital environment? Only if each component – and its interoperability - has been thoroughly tested before commissioning and regularly monitored during operation.
Hammer offers a combination of human expertise and award-winning patented technology to deliver an automated testing solution that empowers your team. As a result, you access the metrics needed that measure real-world performance against business needs.