The utilities market is changing. As states continue to deregulate and alternative energy sources enter the market, the industry and customer demands are rapidly shifting. In fact, 4 in 5 customers are ready to switch to a different utilities company today.

A disconnect exists between utility companies and their customers, with 70% of utility companies believing they are customer-centric, while only 7% of customers agree. While the utilities market is not the only industry struggling to meet rising customer demands, they have much room to grow to create a better customer experience.

As a result, many utility companies are turning to voice of the customer intelligence to get ahead of customer wants and needs. And nowhere is the voice of the customer heard better than in the contact center, with utility companies taking hundreds of consumer calls a day.

We have created an intuitive technology that is easy-to-use and helps you identify dissatisfied customers and areas of improvement. More importantly, our reporting function allows you to build custom dashboards to measure critical KPIs such as Net Promoter Scores and overall customer sentiment.

View the resources below to see how Calabrio has helped other utility companies like Superior Propane to drive growth through the contact center. You can also download our ebook to learn six ways utility providers can improve the customer experience.