Contact Center Trends and Opportunities

As new technologies and digital channels change the way companies do business, utilities must leverage contact center trends and opportunities to create a consistent, positive experience for customers.

This report draws on Chartwell’s 2018 Contact Center Survey, 2016 and 2018 residential consumer surveys and interviews to provide a high-level summary of major trends in the contact center and identify staffing, training and strategic opportunities to better engage frontline employees.


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