Keeping up With the Amazons: How Data Analytics can Improve Utility Customer Experience

摘要

A service outage hits. A high bill is delivered. Customers flood the call center with a deluge of questions and complaints. Costs rise, customers are unhappy. What would happen if each of those calls could actually yield valuable data? Through speech analytics technology utilities can turn customer calls into a treasure trove of usable data by tracking sentiment, word choice and overall satisfaction. While customers might call in for a specific reason, they usually bring up a number of topics on a single call. Truly understanding and responding to the voice of the customer will improve the customer experience when he or she does call, but also will help reduce the number of calls when the next outage or high bill hits.