Case Study: JEA improves contact center and web customer satisfaction with ForeSee

Foresee Illuminates Link Between Contact Center and Web Customer Experiences at JEA

JEA, the seventh-largest municipal utility in the U.S., struggled after a website redesign left customers confused and unable to complete tasks like paying bills. The confusion pushed users to the contact center, where agents lacked the information to help them, driving abandoned calls and lower satisfaction. JEA used ForeSee’s customer experience analytics to better understand how its web and contact center channels affected each other.

With ForeSee, JEA improved communication between teams, notified contact center agents about website changes before launch, and updated training to emphasize active listening and empathy. These changes helped restore satisfaction in both channels to 80+ on a 100-point scale, with contact center scores rebounding from 76 to 80+ and website satisfaction returning from 60 to pre-launch levels, while reducing costly repeat contacts.

JEA

Paulette Marino

Manager of Corporate Research