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Implementing automation in the contact centre

A Practical Guide for the Utilities Sector

Implementing automation in the contact centre

Today more than ever, the utilities sector is under pressure in the UK. Amid an increasingly competitive environment and while the world is increasingly becoming digital-first, contact centre managers are eager to leverage automation to enhance operational efficiency, increase customer experience (CX) and raise agent engagement.

Deciding which aspects of CX can and should be automated will have a profound impact on both agent retention and customer satisfaction (CSAT). Read our practical guide to gain expert insights into the many ways in which automation is transforming the utilities sector.

  • Identify operations that should be automated
  • Develop an effective automation strategy
  • Establish a culture based on change management
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