UK Power Networks tijdens Multichannel Conference 2017
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Als grootste energieleverancier van het Verenigd Koninkrijk, levert UK Power Networks (UKPN) aan meer dan 20 miljoen klanten in twee van Europa's drukst bevolkte regio's (o.a. London), de grootste zakelijke centra en de grootste toeristische bestemmingen. Er werken 5.000 mensen, van wie er 500 actief zijn in het contact center. Bij een verstoring wordt het contactcenter overspoeld met een stortvloed aan verkeer van getroffen klanten. Sam Fuller, Head of Customer Service van UKPN, vertelde tijdens de Multichannel Conference 2017 hoe zij door middel van een slimme transitie de beste service verlenen voor alle 20 miljoen klanten.
UK Power Networks tijdens Multichannel Conference 2017
- 1. Creating engaging experiences, in the moments that matter Sam Fuller
- 2. 2011. UK Power Networks. All rights reserved Case for Change Staff Empowerment Embrace Technology Value of Data Being Transparent Whats next 4 key takeaways Areas of Focus
- 3. 2011. UK Power Networks. All rights reserved The Case for Change Bottom in service Complaints rising >4min ATTA Reactive Culture & engagement Limited channels
- 4. 2011. UK Power Networks. All rights reserved Empowering our People Staff Forum to bring about continued change Barriers in how we serve our customers, the measures in place Locate service experts within departments customers rely on Celebrate successes and customer feedback
- 5. 2011. UK Power Networks. All rights reserved Embracing TechnologyEmbrace Technology
- 6. 2011. UK Power Networks. All rights reserved Value of Data Underpins service Enhance experience Ability to make it easy Case Study Service experience Behaviour Culture
- 7. 2011. UK Power Networks. All rights reserved Being Transparent Trust is key to engaging experiences Commit to the moment Talk to customers, offer new ways to engage
- 8. 2011. UK Power Networks. All rights reserved Where are we now? Top 2 in service Multichannel Lowest complaints < 5 secs ATTA Proactive Best Companies
- 9. 2011. UK Power Networks. All rights reserved Whats next. Launched customer forums Digital review and enhancement New Technology to fulfil generation Y and Z expectations
- 10. 2011. UK Power Networks. All rights reserved Think Customer Empower your people Choice is key Find the moments Four Take Aways
- 11. Thank You