Transforming CX: Proactive Communication in Build and Renovation Projects
Date: Wednesday, January 8th
Time: 2 – 3 PM ET
In 2022, NB Power identified a critical need to enhance communication with customers during their build and renovation projects. By June 2023, proactive notifications were launched, resulting in significant positive impacts as reflected in customer feedback. During this webinar we will explore how monthly cross-functional team meetings focused on voice of the customer data have driven continuous improvements. Learn about the impressive metrics, including reduced call handle times, decreased call volumes, and a remarkable 70% reduction in abandoned calls. Join us to discover how these changes have led to a 90% customer satisfaction and effort score, alongside a 46% reduction in escalations.
**Insight Center members can easily register for this webinar at no additional cost after logging in. There is a non-member charge of $299 for this webinar. If you’re interested in an Insight Center membership, connect with us here to get started.**
In 2022, NB Power identified a critical need to enhance communication with customers during their build and renovation projects. By June 2023, proactive notifications were launched, resulting in significant positive impacts as reflected in customer feedback. During this webinar we will explore how monthly cross-functional team meetings focused on voice of the customer data have driven continuous improvements. Learn about the impressive metrics, including reduced call handle times, decreased call volumes, and a remarkable 70% reduction in abandoned calls. Join us to discover how these changes have led to a 90% customer satisfaction and effort score, alongside a 46% reduction in escalations.
