Improving Self-Service Options
Over the past several years, Xcel Energy has worked on improving self-service options for its customers while carefully observing subsequent adoption rates. Approximately 94% of all Xcel Energy outage touchpoints are now digital, and as a result of extensive IVR improvements and process changes, representatives handled 539,552 fewer calls in 2018 compared to 2017 and the IVR boasted a channel satisfaction score of 82%.
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