eMite delivers valuable insights, helping utility providers improve customer experience (CX) and workforce management
eMite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. eMite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.
Across the globe, the utilities industry is a notoriously high-volume sector. Customers expect quality customer service across mobile apps, video, voice, SMS, and web chat.
eMite will help your team analyze performance across all of these channels to continuously improve the experience for the customer and keep your contact center operating efficiently.
In the utilities industry, time is critical when it comes to resolving a call from a customer. Your team needs to focus on an efficient call center and agent training –, not trying to create complex reports. eMite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.
This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.
Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment – especially the utilities industry. Contact center managers have been faced with an increase in call volume and online traffic, all while managing a growing remote agent workforce.
Utilities providers need to have the right technology, the right data, and the insights to help manage and train remote agents in order to provide the level of customer service their customers demand.
eMite can help effectively manage a remote workforce by providing:
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