Case Study: EPB (Chattanooga electric utility) achieves real-time customer service excellence with NICE Systems

EPB Puts Chattanooga and Customer Service on the Map

EPB is a longtime, publicly owned electric provider in the Chattanooga area that built a 100% fiber‑optic network and now offers gigabit Internet and other services. As its customer base and contact center grew—from a small daytime team to a 24/7 operation with 60+ CSRs—EPB needed a way to keep agents informed, motivated and consistently meeting aggressive service targets (2.5% abandonment, 20‑second ASA).

EPB deployed Inova digital signage and Performance Tracker (with LightLink and an FWi content player) to display real‑time ACD metrics, outage maps and agent recognition on floor screens and executives’ smartphones. The solution improved workflow and productivity, boosted morale through public recognition, gave managers and leaders instant KPI visibility, and helped EPB maintain high service levels and rapid responsiveness during major events.

EPB

Karen Thomas

Assistant Vice President of Customer Relations