{"id":2726,"date":"2022-11-24T19:09:00","date_gmt":"2022-11-24T19:09:00","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&p=2726"},"modified":"2025-07-24T08:40:45","modified_gmt":"2025-07-24T08:40:45","slug":"content-guru-and-uk-power-networks-win-most-effective-management-of-peak-demand-award-at-european-contact-centre-and-customer-service-awards-2022","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/news\/content-guru-and-uk-power-networks-win-most-effective-management-of-peak-demand-award-at-european-contact-centre-and-customer-service-awards-2022\/","title":{"rendered":"Content Guru and UK Power Networks Win \u2018Most Effective Management of Peak Demand\u2019 Award At European Contact Centre and Customer Service Awards 2022"},"content":{"rendered":"\n\n
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Content Guru and UK Power Networks Win \u2018Most Effective Management of Peak Demand\u2019 Award At European Contact Centre and Customer Service Awards 2022<\/h1>\n
Published: November 24th 2022<\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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Content Guru has picked up a silver award for \u2018Most Effective Management of Peak Demand\u2019 alongside its customer UK Power Networks at the European Contact Centre and Customer Service Awards 2022.<\/h5>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n
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Content Guru, leading cloud communications and customer experience provider, has picked up a silver award for \u2018Most Effective Management of Peak Demand\u2019 alongside its customer UK Power Networks at the\u00a0European Contact Centre and Customer Service Awards 2022<\/a>\u00a0in London. Content Guru and UK Power Networks\u2019 longstanding partnership was recognized by the experienced judging panel for providing industry-leading peak demand management and customer experience in the utilities sector.<\/p>\n

The effective management and scalability of support is crucial for utilities, where weather and other unplanned scenarios frequently lead to an influx of customer contact. UK Power Networks bolstered its capabilities to deal with high capacity through Content Guru\u2019s\u00a0storm<\/b>\u00ae<\/sub><\/span><\/b>\u00a0<\/b>cloud communications\u00a0<\/b>solution, which enables the energy provider to handle 1000%+ normal contact levels seamlessly when the occasion demands. UK Power Networks has already seen the benefits of this scalability, such as when Storm Ciara hit the UK in February 2020, bringing 200 flood warnings and winds in excess of 97 mph. Over 675,000 homes were left without power, leading to huge increases in inbound calls to UK Power Networks, which was able to cope with this unprecedented amount of customer contact using the\u00a0storm<\/b>\u00a0solution\u2019s massive capacity.<\/p>\n

UK Power Networks also won a gold award in the \u2018Large Contact Centre of the Year\u2019 category at the prestigious industry event as it continues to receive recognition for its first-class customer experience. This follows UK Power Networks\u2019 impressive performance in The Institute of Customer Service\u2019s national barometer of customer satisfaction rankings, in which it was amongst the highest rated organizations on all five dimensions of customer satisfaction (Experience, Complain Handling, Ethics, Customer Ethos, and Emotional Connection). Much of this recognition is due to UKPN\u2019s leading customer experience performance, which is supported by intelligent automation to cope with otherwise unmanageable peaks in contact demand.<\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Martin Taylor, Deputy CEO at Content Guru, commented: \u201cUK Power Networks is setting the standard for customer experience in the utilities sector and beyond. UKPN\u2019s use of\u00a0storm<\/b>\u00a0has allowed it to deliver effective proactive and reactive communications to customers in their time of need. Managing peaks in demand can make or break experiences and thanks to the scalability delivered by\u00a0storm<\/b>, UK Power Networks has been able to excel in this area. Britain\u2019s largest energy distribution company continues to benefit from\u00a0storm\u2019s<\/b>\u00a0capabilities and is harnessing leading technologies from intelligent call routing to natural language processing. As a result, satisfaction amongst UKPN\u2019s customers continues to grow and we look forward to supporting this customer in the future as it continues to lead its industry.\u201d<\/p><\/blockquote>\n

Alex Williams, Head of Customer Contact Centre, UK Power Networks, commented: \u201cOur customers rely on us in times of need and it is essential we have the ability to manage demand effectively. Through our work with Content Guru we have benefited from the impressive scalability provided by the\u00a0storm<\/b>\u00a0cloud communications platform, and we are delighted both our customers and industry peers are recognizing the standards we are setting. The real-time information provided through\u00a0storm<\/b>\u00a0is also crucial in helping our service agents react to quickly-changing circumstances, safeguarding vulnerable customers who need immediate aid, even when we are faced with huge volumes of customer demand. This ensures UKPN continues to meet and exceed customer needs and support the public. We look forward to continuing to work with Content Guru on developing our award-winning partnership.\u201d<\/p><\/blockquote>\n

Find out more about our awards.<\/a><\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n","protected":false},"excerpt":{"rendered":"

Content Guru and UK Power Networks Win \u2018Most Effective Management of Peak Demand\u2019 Award At European Contact Centre and Customer Service Awards 2022<\/p>\n","protected":false},"featured_media":1463,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[],"resource_type":[47],"resource_folder":[73],"class_list":["post-2726","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_type-news"],"acf":[],"yoast_head":"\nContent Guru and UKPN Win at ECCCS Awards 2022 - Content Guru Inc<\/title>\n<meta name=\"description\" content=\"Content Guru and UK Power Networks Win \u2018Most Effective Management of Peak Demand\u2019 Award At European Contact Centre and Customer Service Awards 2022\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.contentguru.com\/en-us\/resources\/news\/content-guru-and-uk-power-networks-win-most-effective-management-of-peak-demand-award-at-european-contact-centre-and-customer-service-awards-2022\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Content Guru and UKPN Win at ECCCS Awards 2022 - 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