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 …
First-time delinquency is one of the fastest-growing challenges facing both utilities and credit unions today. Customers and members who have always paid on time are suddenly falling behind, often going …
Energy costs are a significant concern for many households across the United States, with a substantial number of families dedicating a large portion of their income to utility bills. This …
Energy burden, the percentage of household income spent on energy costs, is more than just a financial metric—it’s a window into the struggles many utility customers face daily. High energy …
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 …
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 …
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 …
The integration of AI into utility operations has revolutionized decision-making processes and operational efficiency. Traditional AI techniques have paved the way for predictive analytics, enabling utilities to forecast demand, optimize …
2020 doesn’t seem that long ago, but a lot has changed since then. The pandemic, which hit the US in March 2020, brought about a lot of societal shifts that …