I’ve written at great length about how you can have the “best of both worlds” — cost-saving automation AND high caller satisfaction.
I’ll concede that there are millions of ways to implement automation poorly and there are relatively few ways to do it right. It’s a challenge, to be sure.
So I was happy to read an article at Next Generation Power and Energy that talked about exactly that.
“We’ve seen customer preferences shift in accepting technology over the years. Customer feedback now clearly shows that in many cases, customers prefer using technology for some transactions when it’s designed well.” says Tucker Mann, Vice President Customer and Market Services, Progress Energy.
It’s refreshing to see a public utility out in front of this issue. Utilities have gotten a bad rap for their customer service, and now it seems companies like Progress Energy are leading the charge.
Kudos, Progress Energy!
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