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Customer Stories

Four strategic contact center changes

Customers in the utility industry expect reliable and accurate service, access to billing and payment information and 24/7 emergency assistance. Southwest Gas implemented and advocates four changes that can help ensure that customers are met in the most cost efficient manner. These changes are: consolidation into one virtualized customer service center, leveraging callbacks to free customers from hold, staff with a mix of office- and home-based agents, and deploy workforce management tools.

Learn about virtual contact center solutions