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West Corporation

Posted on March 16, 2016 by West Corporation 


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Utilities are Stepping Up the Caller Experience in an Outage

Greg Ablett, Senior Vice President of Utilities and Business Support at West, offers his take on keeping up with today’s evolving utility customer in CS Week’s Spring edition of Newsline:

… utility customers rely on gas and electric power so much that if and when it goes out, they (understandably) tend to panic. They want to be kept in-the-know, up-to-the-minute during outage situations. There is a more user-friendly and cost effective solution. High-Volume Call Answering (HVCA) systems have transformed the way calls are fielded during extended, storm-related outage situations and on blue sky days. …

Click here to read the Newsline article (beginning on Page 3).

Join West at CS Week Conference 40, April 25-29, where we’ll continue taking an in-depth look at how the utility landscape is shifting and what companies should do to step up to the challenge. While you’re planning your trip to Phoenix, don’t forget to check out our event calendar to explore some other engaging events to stop by throughout the year!



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