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Chartwell 2024 Customer Service Survey Benchmarks

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Chartwell’s 2024 Customer Service Industry Survey includes 40 complete responses from utilities across the United States and Canada with a total customer base of more than 84 million. Respondents include IOUs, municipalities, cooperatives, public utility districts, and crown corporations.  

This Benchmark report addresses a variety of topics about customer service including first call resolution, CSR hiring and retention, CRM and CIS systems, and IVR implementation.

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benchmarks call center contact center customer experience Customer Service digital channels employee satisfaction increased operational efficiency IVR

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