WEBSITE REDESIGN LEAVES CUSTOMERS CONFUSED AND UNABLE TO COMPLETE TASKS. TO RESOLVE ISSUES, WEB USERS CALLED THE CONTACT CENTER WHERE THEY FACED A LACK OF INFORMATION AND ANSWERS FROM REPRESENTATIVES. FORESEE SCORES DECREASED, ILLUMINATING THE CONNECTEDNESS BETWEEN WEBSITE AND CONTACT CENTER CHANNELS. NEW TRAINING PRACTICES MADE AGENTS MORE INFORMED, ENGAGED AND EMPOWERED, RESULTING IN IMPROVED SATISFACTION. IMPROVEMENTS IN SATISFACTION IN ONE CHANNEL CAN IMPROVE SATISFACTION ACROSS CHANNELS. 80+ Customer Satisfaction THE FORESEE SOLUTION FORESEE ILLUMINATES LINK BETWEEN CONTACT CENTER AND WEB CUSTOMER EXPERIENCES AT JEA JEA is the seventh largest municipal utility company in the U.S., serving water, sewer and electric to customers throughout the Jacksonville, Flori

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