First-contact resolution has a significant impact on customers’ overall experience with their utility. Both the reason for contact and the channel used impact resolution rates. The objective of the Utility First-Contact Resolution Performance Special Report is to provide utilities with a better understanding how first-contact resolution impacts the overall customer experience; how it is measured and may be improved; and what aspects of utility customer service initiatives may make the biggest difference in handling customers’ inquiries and needs not only in a timely manner, but also on the first contact.
Download the executive summary
to learn key takeaways from the report. The full report includes the following:
- Number of pages: 27
- Number of charts/graphs: 18
- Best practices—case studies from: Alabama Power Company, Clark Public Utilities, Omaha Public Power District, and Puget Sound Energy