Consumers Energy is Driving DR Enrollments With Free Thermostats

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Case Study

Rising to the Personalization Challenge through the Contact Center

National Grid experienced high call volumes from their LMI customers—resulting in millions of dollars in contact center costs every year. In just 10 weeks, the CSRs were able to gain personalized and ranked recommendations on the best low-income program option for each customer—increasing LMI program enrollment, decreasing arrears collections, and decreasing call volumes.

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