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Energy & Utilities: Future-Proofing the Contact Centre for 2025 and Beyond

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This Leadership Report explores strategies to future-proof contact centres amidst challenges such as the energy crisis, rising customer expectations, and regulatory pressures.

Contact centre leaders in the energy and utilities sector emphasised adopting AI for efficiency, leveraging multi-channel platforms like WhatsApp to enhance accessibility and reduce repeat calls, and improving service quality through better data integration. Discussions also addressed supporting vulnerable customers, managing high call volumes during emergencies and combatting customer abuse.

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About the Leadership Series

The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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