Agent-level performance reports equip a water utility to improve agents’—and ultimately the organization’s—customer service
Agent-level performance reports equip a water utility to improve agents’—and ultimately the organization’s—customer service
2 PagesCASE STUDY CUSTOMER EXPERIENCE ENERGY & UTILITIES © 2015 West Monroe Partners | westmonroepartners.com | 800.828.6708 AN UNCOMMON BLEND Enabling customer service goals As part of a multi-year customer experience transformation initiative, West Monroe Partners worked with the utility to design and implement performance reports for its contact center. While these reports provided high-level information about the center’s performance, they d
