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Content type: Research 
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Stormy Weather’s Silver Lining: Opportunities to Accelerate Energy Efficiency After Disasters
January 30, 2013
Natural disasters have the potential to wreak massive financial damages to properties and unquantifiable emotional and personal losses, but program administrators at ground zero are uniquely poised to help victims rebuild or renovate their damaged homes and businesses to be more secure, affordable, and ...
Content type: Focus Report | Document ID: EDRP-F-46 | Author: Melanie Wemple, Rachel Reiss Buckley, Dulcey Simpkins
E Source Multichannel Metrics Survey: 2012—Top Findings
January 17, 2013
In 2012, we surveyed North American electric and gas utilities on a diverse set of multichannel metrics for 2011. The results from the E Source Multichannel Metrics Survey: 2012 allow utilities to compare their own metrics against those of their peers. This PDF shows the top findings.
Content type: Research Brief | Document ID: UCC-RB-7 | Author: Justin Rickard
Walk-in Payment Trends and Customer Demographics
March 19, 2010 | Updated: September 11, 2012
Are utilities keeping their in-person payment centers open or shutting them down? What are the customer demographics for people who pay in person?
Content type: Ask E Source | Document ID: UCC-AskES-36 | Author: Sarah Weldon and Ethan Brown
Leveling the Paying Field, Part 2
Levelized Billing Programs for Business Customers
August 29, 2012
What are the standard characteristics of utility levelized billing programs for business customers, and how do utilities calculate monthly payments?
Content type: Ask E Source | Document ID: UCC-AskES-54 | Author: Sarah Fiebiger
Outage Communications for Business Customers
Doing It Right Can Drive Satisfaction Higher
May 2, 2012
Engaging in proactive outage communications is one of the key ways to keep business customers satisfied. This report looks at the primary methods that utilities are using to communicate successfully with large, key account customers and small-to-midsize business customers.
Content type: Research Brief | Document ID: BMS-RB-3 | Author: Kim Burke
Marketing Prepaid Programs
April 4, 2012
Prepaid metering can be promoted to all residential customers, but certain segments value different messages delivered through specific channels. Which messaging and communication channels should you be using?
Content type: Research Brief | Document ID: RES-RB-17 | Author: Dulcey Simpkins, Sarah Fiebiger
Pick a Date, Any Date
Insights into Utility Custom Due-Date Programs
March 21, 2012
I’m looking for information and best practices around customer-selected or “pick a due date” programs. What utilities offer these types of programs, how interested are customers, and what are the cash-flow implications?
Content type: Ask E Source | Document ID: UCC-AskES-53 | Author: Stephanie Spalding
The What, Why, and How of Customer Experience Management
An E Source White Paper
March 7, 2012
What is utility customer experience management? It’s a simple concept but understanding it, measuring it, and enhancing it is much more difficult.
Content type: White Paper | Document ID: ES-WP-13 | Author: Justin Rickard and Maureen Russolo
Can Smart Meters Make Prepaid Work for You?
How AMI Breaks Down Barriers to Prepaid Programs
January 23, 2012
Prepaid metering with advanced metering infrastructure is a win-win situation: Customers get convenience and control and utilities get increased customer satisfaction and decreased collection costs. This report explores the prepaid programs of four U.S. utilities.
Content type: Research Brief | Document ID: IGS-RB-12 | Author: Sarah Fiebiger
Review of North American Electric and Gas Company IVRs: 2011
September 12, 2011
Our 2011 industry benchmark comprehensively assesses 13 essential tasks on the interactive voice response systems (IVRs) of 96 North American gas and electric companies. We provide an overview of the current state of the industry, plus best practices and things to avoid when planning an IVR.
Content type: Benchmark Study | Document ID: UCC-BMK-IVR-11 | Author: Florence Connally, Sarah Fiebiger
Review of North American Electric and Gas Company IVRs: 2011
Task Findings
September 12, 2011
In this benchmark study, based on the review of 96 North American interactive voice response systems, we reveal key industry trends and guidance to improve your residential customer’s experience for 13 essential tasks. The best practices and things to avoid are also discussed for each task.
Content type: Benchmark Study | Document ID: UCC-BMK-IVR-11a-Tasks | Author: Florence Connally, Sarah Fiebiger
Contact Centers for Your Business Customers: Key Success Factors and Lessons Learned
September 6, 2011
Utilities can effectively serve their small and midsize business accounts through a dedicated business contact center.
Content type: Research Brief | Document ID: BMS-RB-6 | Author: Justin Rickard
Staffing Ratios: Quality Assurance Analysts and Trainers to CSRs
May 19, 2011
How many quality assurance and training staff should we have supporting the customer service representatives in our utility contact center?
Content type: Ask E Source | Document ID: UCC-AskES-48 | Author: Justin Rickard
Utility Social Media Business Drivers and Trends
May 5, 2011
Find out what customers are using social media, what the business drivers are for utilities, and where the industry is headed.
Content type: Focus Report | Document ID: EBiz-F-34 | Author: Stephanie Spalding
Preparing for Surges in Call Volume
April 20, 2011
How do utilities prepare for call-volume surges in their contact centers?
Content type: Ask E Source | Document ID: UCC-AskES-46 | Author: Maggie Boys, Sarah Fiebiger
Summary Billing Programs
March 2, 2011
Which utilities have summary billing programs? How are those programs structured?
Content type: Ask E Source | Document ID: UCC-AskES-47 | Author: Alexandra Behringer, Sarah Fiebiger
2010 Fantasy Utility IVR
Focus on Self-Service
February 7, 2011
Listen to best-practice examples of interactive voice response system (IVR) menus; read the analysis of what makes them good. Designing a fast and easy IVR is more an art than a science, and no one IVR is flawless. We’ve brought together some of the industry’s best features to create a dream IVR. ...
Content type: Fantasy IVR | Document ID: UCC-FantasyIVR-10 | Author: Maggie Boys
Verifying Outage Restoration with Outbound Messages
January 21, 2011
Can you offer some examples of outbound phone messages for outage verification?
Content type: Ask E Source | Document ID: UCC-AskES-39 | Author: Maggie Boys
Designing Automated After-Call Surveys
December 8, 2010
What are the best practices for designing automated after-call surveys on a utility interactive voice response system (IVR)?
Content type: Ask E Source | Document ID: UCC-AskES-45 | Author: Maggie Boys
Plugged In: Agent Availability, Utilization, and Schedule Adherence
November 8, 2010
Can you explain agent availability, utilization, and schedule adherence in the contact center? What level of utilization is considered best practice?
Content type: Ask E Source | Document ID: UCC-AskES-37 | Author: Maggie Boys
Better "Make a Payment" Features
November 3, 2010
What is a good way to construct a self-service payment feature for the interactive voice response system (IVR)?
Content type: Ask E Source | Document ID: UCC-AskES-5 | Author: Maggie Boys
Please Hold: Caring for Your Customers While They Wait
September 28, 2010
We are looking into the possibility of putting in some messaging for customers who are on hold in our interactive voice response system (IVR) or waiting to be transferred to a representative. What is appropriate messaging? Can you give specific examples?
Content type: Ask E Source | Document ID: UCC-AskES-43 | Author: Maggie Boys
How Hardware- and Software-Based Prepaid Metering Differ
September 28, 2010
We are looking into offering a prepaid metering program and are trying to decide what type of system would be best. What are the differences between hardware and software solutions for this type of program?
Content type: Ask E Source | Document ID: UCC-AskES-42 | Author: Sarah Weldon
Can Utilities Allow Customers to Opt Out of Bill Notifications?
September 9, 2010
Many customers pay their bills through their banks but receive e-mails from both the bank and the utility when the bill is ready. Some customers have asked us to stop sending e-mail notifications, but they don’t want paper bills either. Do other utilities offer a “no paper and no e-mail” option? ...
Content type: Ask E Source | Document ID: UCC-AskES-41 | Author: Alexandra Behringer and Stephanie Spalding
Using Rewards and Recognition for Agent Retention
September 9, 2010
What part do reward and recognition programs play in retaining front-line employees? What are some best practices for these programs?
Content type: Ask E Source | Document ID: UCC-AskES-15 | Author: Maggie Boys
Holding on to Your Contact Center Employees
August 18, 2010
What are the best practices for retaining contact center employees?
Content type: Ask E Source | Document ID: UCC-AskES-13 | Author: Maggie Boys
Leveling the Paying Field, Part 1
Levelized Billing Programs for Residential Customers
June 24, 2010
What are the standard characteristics of utility levelized billing programs, and how do utilities calculate monthly payments? How many utilities offer levelized billing programs, and what participation rates have been seen?
Content type: Ask E Source | Document ID: UCC-AskES-38 | Author: Sarah Weldon
Customer Adoption of Utility Bill Payment Channels and Tender Types
May 13, 2010
What channels are utility customers using to pay their bills? And what types of payment are utilities receiving—check, credit cards, cash?
Content type: Ask E Source | Document ID: EBiz-AskES-39 | Author: Alexandra Behringer
Paradox and Opportunity: Rural and Urban Customer Satisfaction and Attitudes
May 13, 2010
Are there any differences in customer satisfaction ratings and customer attitudes between rural and urban customers, or between residential and commercial customers?
Content type: Ask E Source | Document ID: UCC-AskES-40 | Author: Sarah Weldon and Ethan Brown
Hiring to Minimize Attrition
April 14, 2010
How can utilities minimize attrition when hiring call center agents?
Content type: Ask E Source | Document ID: UCC-AskES-11 | Author: Maggie Boys
