VIDEO
How APS Turned High-Bill Calls Into Trust-Building Moments, Lifting CX Scores by 7%
Inside APS’s Call Center: Appliance-Level Answers, Not Guesswork
High-bill calls are the moments customer trust is won or lost. APS, one of the largest utilities in the Southwest, rebuilt that moment with Bidgely’s High Bill Analyzer.
In this short interview, Brenda Carter, Manager of Customer Resolution, Training and Compliance at APS, walks through how her team moved beyond temperature talking points to pinpoint exactly what’s driving a customer’s bill (from a pool pump running on peak to a heating spike) in seconds, not minutes.
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