FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH JENNI HAWKINS, GAS SOUTH
HOW TO KEEP THE CX FLOWING SMOOTHLY GAS SOUTH’ S HUMAN-CENTERED, TECHNOLOGY-ENABLED APPROACH.
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Few customer experiences( CXs) are more important than those delivered by energy companies, such as natural gas suppliers. These businesses must meet the critical needs of individual residential and organizational customers, providing heat, fuel for ovens and stoves, electricity, energy for commercial and industrial processes, and vehicle propulsion. They must also serve entire communities, like where their employees live.
With natural gas supply deregulated in some states, like Georgia, customers can switch suppliers or minimize or even end their gas use by going to alternative energy sources, such as electricity, oil, and propane, if they become dissatisfied.
JENNI HAWKINS
On the flip side, should electricity, oil, and propane customers become dissatisfied with these sources and their suppliers, natural gas is an option, provided it can readily be connected to their premises and if they are willing to invest in gas-powered appliances, heating, and other systems.
While natural gas delivery by local distribution companies is highly reliable, wholesale market conditions, weather, and customer usage can cause gas costs and customer bills to fluctuate( also see BOX).
6 CONTACT CENTER PIPELINE