Focus Group: Strategies for Reducing Inbound Customer Calls to Zero by 2030
Abstract – By signing up for this focus group, you will receive relevant invitations and communications so you can participate at your own pace. Need to miss a session? No problem; all meetings will be recorded.
The customer of today is inherently digital. This means that they desire personalized, proactive digital services that automatically cater to their needs without requiring them to call the contact center. Customers who usually call the contact center aren’t happy with their utility. Moreover, calls increase the cost of utility operations.
Reaching the goal of zero contact center calls by 2030 should be the goal. While it may seem lofty, it is what the utility customer experience of the future is all about. It includes redesigning processes and customer journeys from the viewpoint of digitally native customers, current and future.
To get confirmation for this strategy, we don’t have to look far. Puget Sound Energy (PSE), for example, is making tremendous strides to reduce inbound calls through its’ “Get to Zero Program”. The goal of the program is to build proactive measures through an omnichannel strategy to avoid or deflect the 4 million customer calls received each year.
During this focus group, participants, including thought-leaders from PSE, will discuss proven strategies for reducing calls, overall, on the road to reaching zero inbound calls.
- Learn about the best low-cost, low-touch, interwoven strategies for communicating with customers before they pick up the phone to reduce overall inbound calls and increase customer satisfaction.
- Discuss modern best practices in customer journey mapping.
- Consider technologies to predict customer behaviors Build a CX maturity model with net-zero inbound calls as the goal.
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