Case Study: Stream Energy improves customer service and agent performance with ForeSee

Stream Energy - Customer Case Study

Stream Energy, the Dallas-based direct-selling energy provider, wanted to deliver a customer service experience worthy of its “best friend’s energy company” brand while improving contact center performance. To better understand customer feedback and agent interactions, Stream Energy turned to ForeSee and its customer experience analytics tools, including the ForeSee Advanced Analytics Portal.

ForeSee helped Stream Energy analyze real-time customer feedback, identify issues like poor sound quality, remove overly scripted call handling, and strengthen agent training around empathy and engagement. The changes led to measurable gains in customer satisfaction of 17% for payment calls, 19% for payment assistance calls, and 21% for service transfer calls, while also reducing inbound call volume and improving agent morale.

Stream Energy

Joseph Fitzgerald

Stream Energy