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From High Tech to Low Energy: Finding the Key to Behavior Change

UMC 2012 Presentation

April 11, 2012

High-tech companies need to meet their customers' requirements for functionality, speed, and user interface to compete in their fast-paced markets. One way they accomplish this is through user-centered design, which endeavors to understand the user experience (UX) inside and out. Utilities can apply ...

Content type: Slides, Utility Marketing Conference | Author: Susan Mazur-Stommen

Top Utility E-Channel Trends 2012

Recording

March 22, 2012

This is the web conference recording.

Content type: Recording | Document ID: EBiz-WC-3-12-TopTrends-R | Author: Florence Connally

What Is Customer Experience and Why Should You Care?

March 20, 2012

Customer experience isn’t just the newest buzz word—it’s an essential part of any business strategy. Join us to learn the benefits for utilities of creating a cohesive customer experience across all contact channels.

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Content type: Web Conference | Document ID: CES-WC-3-12-CustExp | Author: Maureen Russolo

What Is Customer Experience and Why Should You Care?

Recording

March 20, 2012

This is the web conference recording.

Content type: Recording | Document ID: CES-WC-3-12-CustExp-R | Author: Maureen Russolo

What Is Customer Experience and Why Should You Care?

Slides

March 20, 2012

These are the web conference slides.

Content type: Slides | Document ID: CES-WC-3-12-CustExp-SL | Author: Maureen Russolo

Hold, Please!

February 16, 2012

February 2012 issue of the E Source Utility Customer Care Service newsletter.

Content type: Service E-mail | Document ID: UCC_SE_2-16-12

Tips for Providing a Stellar Customer Experience on the Web and IVR

September 21, 2011

Learn more about how to provide the best possible experience for customers who use your utility's website or interactive voice response system (IVR).

Content type: E NEWS | Document ID: ENews-9-11 | Author: Stephanie Spalding, Sarah Fiebiger

Key Findings and Rankings from the 2011 IVR Benchmark Review

Forum 2011 Presentation

September 20, 2011

Highlights from the 2011 Web and IVR Benchmark Studies It’s been two years since we released our last benchmark studies on utility web sites and interactive voice-response systems (IVRs). A lot has changed since then, including the proliferation of smartphones and tablets. In ...

Content type: Forum, Slides | Author: Sarah Fiebiger

The IVR Benchmarking Report Is Now Available!

September 15, 2011

September 2011 issue of the E Source Utility Customer Care Service newsletter.

Content type: Service E-mail | Document ID: UCC_SE_9-15-11

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

Top 2011 IVR Benchmark Findings Related to Choice, Clarity, and Ease of Use

August 12, 2011

We recently finished writing the report for the E Source Review of North American Electric and Gas Company IVRs, which will be published in September. Our reviewers called 96 utility IVRs, and they were looking for options related to 13 tasks that customers expect to find on their utility's IVR. ...

Content type: E Source Blog | Document ID: ES-Blog-8-12-11-IVR_Benchmark | Author: Sarah Fiebiger - Senior Research Associate

We’re Changing the E Source Contact Center Roundtable!

August 11, 2011

August 2011 issue of the E Source Utility Customer Care Service newsletter.

Content type: Service E-mail | Document ID: UCC_SE_8-11-11

Results from the 2011 Review of Electric & Gas Utility IVRs

July 19, 2011

The wait is over! Find out how your utility’s interactive voice response system (IVR) stacks up against those of other electric and gas companies. Join us to see the 2011 rankings, and we’ll also share what we learned from this year’s research as well as other IVR insights.

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Content type: Web Conference | Document ID: UCC-WC-7-11-2011ReviewResults | Author: Sarah Fiebiger

Results from the 2011 Review of Electric & Gas Utility IVRs

Recording

July 19, 2011

This is the web conference recording.

Content type: Recording | Document ID: UCC-WC-7-11-2011ReviewResults-R | Author: Sarah Fiebiger

Results from the 2011 Review of Electric & Gas Utility IVRs

Slides

July 19, 2011

These are the web conference slides.

Content type: Slides | Document ID: UCC-WC-7-11-2011ReviewResults-SL | Author: Sarah Fiebiger

Don't Miss the IVR Review Results Web Conference

July 14, 2011

July 2011 issue of the E Source Utility Customer Care Service newsletter.

Content type: Service E-mail | Document ID: UCC_SE_7-14-11

IVR Voice Selection—Male or Female?

May 11, 2011

Lately, I've been researching whether a male or female voice is most effective for a utility interactive voice response system (IVR). The results may surprise you!

Content type: E Source Blog | Document ID: ES-Blog-5-11-11-Voice | Author: Sarah Fiebiger - Senior Research Associate

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

Top Trends in Utility Customer Care

April 7, 2011

Discover answers to the questions related to utility customer care we were asked most in 2010. Get the inside scoop on topics such as using social media for customer service, bill notifications, outage messages, prepaid metering, in-person payment centers, levelized billing, and more!

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Content type: Web Conference | Document ID: UCC-WC-4-11-TopTrends | Author: Richard Goodwin, Sarah Fiebiger, Alexandra Behringer

Top Trends in Utility Customer Care

Recording

April 7, 2011

This is the web conference recording.

Content type: Recording, Web Conference | Document ID: UCC-WC-4-11-TopTrends-R | Author: Richard Goodwin, Sarah Fiebiger, Alexandra Behringer

Top Trends in Utility Customer Care

Slides

April 7, 2011

These are the web conference slides.

Content type: Slides | Document ID: UCC-WC-4-11-TopTrends-SL | Author: Richard Goodwin, Sarah Fiebiger, Alexandra Behringer

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

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

PowerTalking Video - Your Call Is Very Important to Us

September 21, 2010

PowerTalking Video - Your Call Is Very Important to Us. A utility customer has quite an experience after receiving a higher bill than expected. Written and directed by Bill LeBlanc. Produced for E Source by Drew Naylor and Bill LeBlanc.

Content type: General Information

How to Process IVR Payment and Handle PCI Compliance

January 29, 2010

How do other utilities process IVR payments and handle PCI compliance?

Content type: Ask E Source | Document ID: UCC-AskES-35 | Author: Stephanie Spalding

Providing Alternative Language Options on the Utility IVR: “Oprima el Numero Ocho”

December 15, 2009

We want our interactive voice response system (IVR) to provide Spanish-speaking customers the opportunity to hear the IVR options in Spanish. How have other utilities designed their IVRs so that all customers feel valued and appreciated?

Content type: Ask E Source | Document ID: UCC-AskES-3 | Author: Maggie Boys