As customer expectations continue to increase, companies need to have a mindset of continuous improvement to keep up. HomeServe’s focus on the customer has led to the implementation of speech analytics and other advanced technologies in our Chattanooga, Tennessee contact center that have dramatically enhanced the customer experience.Call Miner: Collects data on key elements such as language and word frequency, allows companies to identify trends and take proactive steps in enhancing customer satisfaction.
- Call Miner: Collects data on key elements such as language and word frequency, allows companies to identify trends and take proactive steps in enhancing customer satisfaction
- Rant & Rave: Evaluates direct feedback from customers to help gauge customer sentiment and identify opportunities for improvement
Here, Rob Judson, EVP Customer Experience, explains how HomeServe embraces technology provide exemplary customer service.
And focusing on customer experience is critical for utilities. J.D. Power research has demonstrated that utilities with higher customer satisfaction ratings see higher approved rates of return from regulators:
“The lesson that utilities can learn from other high-performing service providers is that to excel you need a culture that puts customers and employees first.”
-John Hazen, Senior Director of the utility practice at J.D. Power.
Want to learn more about how technology and innovation can increase customer satisfaction?