2009, Poor Customer Service and Wait Times - Customer Experience Update

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2009

Poor Customer Service

Wait Times

Turning Crisis Into Connection: How IVAs Can Support Utility Customers During Outages

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JANUARY 21, 2025

power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. During the Outage: Combine Caring With Efficiency Customers expect instant answers during an outage, but the rush of incoming calls can overwhelm the system, causing long wait times.

Connections

Connections Self Service Poor Customer Service Virtual Agent

How Covid has Exacerbated the Customer Service Issue

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JULY 22, 2021

On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. This benefit is two-fold.

Customer Service

Customer Service Travel Wait Times Poor Customer Service

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What Your Financial Statements Are Telling You—And How to Listen!

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Turning Crisis Into Connection: How IVAs Can Support Utility Customers During Outages

How Covid has Exacerbated the Customer Service Issue

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