Utilities: Performance Management for Your Front Line

Customers are demanding better service, competitive prices, and more products from their utility providers. The good news: investors are backing the resulting growth.

Enkata’s Utilities performance management solution helps ensure that your front-line employees are delivering outstanding customer service in a cost effective manner.

Using Enkata, utility companies can achieve:

• Higher customer satisfaction scores: Receive higher quality scores and willingness to recommend.
• Higher First Call Resolution: Eliminate repeat calls driven by struggling agents and onerous policies.
• Program compliance: Improve your agents’ sales and promotion compliance.
• Shorter calls: Reduce unnecessary AHT, not just average AHT.
• Faster dissemination of best practices: Quickly detect trends and patterns that need to be communicated.

We offer the following suite of Enkata performance management products for utilities:

• Enkata Manage to monitor performance and automatically generate metrics-based coaching plans for business challenges such as First Contact Resolution and Productivity.
• Enkata Coach to automate and standardize your employee coaching process.
• Enkata Quality Monitor to automate your QM program.
• Enkata Analytics to identify the root causes of business issues.
• Enkata Automated Call Reasoning to understand why customers contact you, without agent tagging.
• Enkata Rapid Applications for the fastest time to value.
• Enkata Rapid Adapters to streamline deployments.

Enkata in Action

Read how Enkata helped a leading utility provider cuts unnecessary expenses.