Utilities are under pressure like never before: affordability crises, rising customer expectations, and the urgent push toward decarbonization. Yet many still rely on outdated demographic segmentation or siloed initiatives that …
Utility call centers are under more pressure than ever. Customers want fast answers, agents are overwhelmed with high call volumes, and operational costs keep rising. For many utilities, managing the …
Hiring a data scientist sounds like the next logical step, right? After all, if your organization is trying to become more data-driven, wouldn’t bringing in an expert be the smartest …
Utilities have long prioritized onboarding—ensuring that customers get connected, understand their billing cycles, and know how to contact support. But what happens after that initial connection? Too often, the answer …
2024 has been a year of rapid transformation in customer engagement, driven by advancements in AI, data analytics, and evolving consumer expectations. As we look back on the milestones and …
Average Enrollment: Only 20-30% of utility customers are enrolled in paperless billing, meaning most customers still receive printed bills by mail. Retention Success: Paperless billing programs have a 90% year-over-year …
The average cost per call in utility call centers ranges from $5.50 to $12 according to our utility partners, encompassing various expenses such as agent wages, infrastructure maintenance, and training. …
Managing call center operations comes with significant financial implications. A BlastPoint utility partner found, the average cost per phone call to a call center is $11, while the cost per …
Big Data analysis involves processing vast amounts of diverse information to reveal comprehensive insights. This approach is ideal for complex analyses requiring a broad view of market dynamics, consumer behaviors, …
Utility distributors face the challenge of engaging customers with lower income levels, ensuring access to essential energy services. According to the American Council for an Energy Efficient Economy, research determined …