Tag: Contact evasion

New utility customer service challenges

In a just world, everyone would love the new utilities like Google, Skype and Facebook. Reality isn’t like that because people expect great customer service. New utilities could meet that expectation. But they need a new approach to service management and design. Customers are demanding a good service experience and that’s exactly what the new utility’s struggle to provide when things go wrong. … Read More

Contact evasion and how to avoid it

Evading customer contact is an easy response to high contact volumes that makes customers angry. Much better to implement a disciplined service management framework that lets you be easily contactable without drinking from the fire hydrant. … Read More