Improving service efficiency

A cost of living crisis alongside intense regulatory scrutiny and a shifting field for competition mean utilities need to keep pushing the envelope on service delivery. They must seize opportunities to make their interactions with customers smarter, more efficient and more engaging by embracing technology, interrogating data and equipping agents to take the right ‘next step’ action every time. Join this session to learn: 

• How to unlock next level efficiencies in your contact centre 

• The latest developments in contact centre AI and next-best-step prompting 

• The latest thinking around training and enabling “super agents” 

• How companies are helping agents overcome new levels of complexity in customer interactions without compromising on productivity and efficiency 

Chair: Adam John, Utility Week Live Editorial Team 

How to accommodate growing service complexity - integrating net zero advice services into existing contact centre 
Ian Cameron, Director of customer services and innovation, UKPN

How to create a high-performance high satisfaction contact centre culture  
Alison Heap, Billing customer services manager, United Utilities

How to get customers to use the latest digital tools to deliver a better service 
Ancel Boucher, Head of customer transformation, Vyntelligence