CPS Energy Reaches out to Customers in Covid-19 Assistance Endeavor

In the spring of 2020, CPS Energy’s Customer Success team wanted to support customers struggling during the pandemic. The utility decided to pivot its call center operations to launch the Customer Outreach Resource Effort (CORE) initiative, which consisted of CSRs making unsolicited outbound calls to offer support to customers. Not only did the CORE initiative lead to increased customer satisfaction, it also served as a unique and lasting way for the CPS Energy team to connect while working remotely. The utility took home Chartwell’s 2021 Notable Achievement in COVID-19 Efforts Award for the initiative.


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award winner covid-19 customer communications customer experience