Posts Tagged ‘self-management’

The definition of good customer care is changing. In the past, good customer care was about ensuring CSRs were available in call center queues, ensuring they were courteous on the call and ensuring they quickly fulfilled the customer's needs. Today, good customer care is about anticipating individual customer needs, giving them the information and tools needed to service themselves on their own time, not between the hours of 9 and 5. Today, good customer care is about self-management. Kurteus has a suite of customer self-management applications that enable utilities to easily engage their customers, delivering best-in-class care at a lower cost than traditional service methods. Furthermore, the self-management applications are integrated with the Talkonomics Process, offered via voice (inbound and outbound) and web channels. They're easily configured and deployed in treatment processes to ensure customer risk is well-managed. The Risk Response Treatment engine assesses customers in real time and offers the most pertinent applications based on likely needs. Here's some of our self-management applications: Budget Billing Enrollment Customers can easily enroll in budget billing programs. Contact Preferences Customers can set their preferred channel and preferred language for future communications. Dispute Engagement Customers can register a dispute without contacting the call center. Register New Phone Number Customers can change current telephone contact ...