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Utility industry resources

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	SupportPoint at Eraring Panviva’s Business Process Guidance (BPG) system is a "GPS" for the desktop, guiding Customer Service Representatives step-by-step in real-time, through processes and policies across multiple systems, departments and product lines.

Other utiltiy industry resources that you might find valuable

	WHITE PAPERS
	Conquering Complexity The greatest challenge to every business and individual is the dramatic increase in complexity. In organizations that complexity shows up on computer desktops littered with applications that don’t work with each other, a deluge of information sources, rampant growth in policies and procedures, increased regulations and compliance, and an unceasing degree of change. Yet, at the same time, employees are being tasked with being faster, more accurate and more efficient
	The Role of BPG in Improving Call Center Operations Panviva’s Business Process Guidance (BPG) system is a "GPS" for the desktop, guiding Customer Service Representatives step-by-step in real-time, through processes and policies across multiple systems, departments and product lines. It’s the new low-cost, low-risk way to drive customer satisfaction and compliance while driving down costs aggressively.
	VIDEO
	SupportPoint in the Call Center This four-minute video demonstrates how SupportPoint improves the average handling time and first call resolution in your contact center.
	WEBINAR
	Webinar on Improving FCR This webinar on First Contact Resolution features well-known call center authority Mary Murcott, who has led customer contact transformations at leading companies such as:Budget Rent-a-Car, Ryder Trucks, American Express, DHL, and Cox Communications. The presentation covers: how to measure FCR; top myths and misconceptions of FCR; 5 methods and tips to improve FCR; how to get other departments involved in FCR improvement; and how to structure and analyze FCR data in order to take action.

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