New-to-role Sr. Director of Customer Success at UGI Utilities, Inc., a subsidiary of UGI Corporation, was tasked with increasing customer service representative engagement. With Gartner support, the client was able to reduce turnover by half in comparison to the prior six months and strategize ways to better engage their employees.
The Sr. Director’s goal was to decrease employee turnover and invest in the company’s current workforce to improve operating expenses and meet KPIs.
Thanks to the Gartner Customer Service Rep Experience Survey, the client was able to gain detailed insight into representatives’ perspectives on coaching effectiveness, productivity and disengagement to improve customer service. The client also leveraged Gartner best practices to build a cohesive plan, which included a new approach to providing integrated coaching to supervisors and reps.
With Gartner support, the Sr. Director:
Industry:
Energy
Revenue:
$7 billion
Employees:
11,000
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