A Closer Look at USP’s Contact Centre Operations
January 2025
Josef Rosenberg - Contact Centre Manager - Utility Safety Partners
ew year, new U…SP!
The holidays are done and gone, and we’re all back to the grind. What a grind it is this season!
We’re full-bore on a brand-new CRM deployment this winter, with the modern Intercom software being integrated with our internal systems to replace an aging and outmoded iteration. We’re extremely excited to see this software take our support team to the next level! Updated chat procedures, more streamlined email support, SMS, social and messenger integration, I’m getting all bothered just thinking about it.
When you run a Contact Centre, these are the changes that excite you!
Subsequently, we’re expecting to continue increasing the role our support team plays in the Contact Centre, as we continue down the road we’ve been travelling for the last couple of years; namely, one where phone support and ticket handling take a more diminished role as support and prevention become more prevalent. Pro-active education, timely management and effective communication will be our primary tools as we steadfastly plow onward into the future!
We are getting close (well, a couple years likely) to the tipping point, and every brick we lay builds our foundation ever stronger!
It's cold, but it's honest work!