Insight
Repeat calls versus first-contact resolution
This piece was authored by Eryc Eyl. Eryc is a senior solution director at E Source, with more than a decade of experience helping utilities help their customers. He’s a speaker, author of Stop Engaging Employees: Start Making Work More Human, and a Certified Customer
4 creative ways to gather customer data to improve CX
Research shows that survey response rates are declining. But that doesn’t mean voice-of-the-customer (VOC) feedback is getting sparse. But it presents a new challenge, and utilities seeking