News & Insights

EMA News & Insights

  • Call/Contact Centers

    The rapid advance of the digital age means that customer expectations have never been higher for the water utility. Utility customer service leaders are faced with the need to create and manage a multi-channel contact center that supports customer interaction through phone, email, text, social media, chat, and in-person.

    EMA has a proven record of working with utilities to optimize contact center operations. We understand the critical contact center Key Performance Indicators (KPIs) and are able to review available data to identify gaps such as inefficient contact center processes, staffing rations, and technology issues.

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