First-contact resolution has a significant impact on customers' overall experience with their utility. Both the reason for contact and the channel used impact resolution rates. The objective of the Utility First-Contact Resolution Performance Special Report is to provide utilities with a better understanding how first-contact resolution impacts the overall customer experience; how it is measured and may be improved; and what aspects of utility customer service initiatives may make the biggest difference in handling customers' inquiries and needs not only in a timely manner, but also on the first contact.
Download the executive summary to learn key takeaways from the report.
The full report is available for purchase at the J.D. Power Store and includes the following:
- Number of pages: 27
- Number of charts/graphs: 18
- Best practices—case studies from: Alabama Power Company, Clark Public Utilities, Omaha Public Power District, and Puget Sound Energy