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Contact Center Leaders Group Call - June 2013
June 20, 2013
Join us for a one-hour open discussion of industry contact center issues including billing and payments, credit and collections, and the contact center itself.
Content type: Leadership Call | Document ID: UCC-LC-2013-06-ContactCenter | Author: Rich Goodwin
Netpromoter Score and Customer Service
UMC 2013
April 3, 2013
How is it possible that the products that have made our lives so rich, so simple, and so full of entertainment and value, have become so peripheral in people’s minds? Utilities have done their job so well that easily available energy is now an expected part of life. We’ve created a new challenge: ...
Content type: Slides | Author: Rajeev Shrivastava
Netpromoter Score and Customer Service
UCEC 2013 Presentations
April 3, 2013
How is it possible that the products that have made our lives so rich, so simple, and so full of entertainment and value, have become so peripheral in people’s minds? Utilities have done their job so well that easily available energy is now an expected part of life. We’ve created a new challenge: ...
Content type: Slides | Author: Rajeev Shrivastava
Text Messaging: A CE Channel You Shouldn't Overlook
UCEC 2013 Presentations
April 3, 2013
We all know about the proliferation of mobile devices. According to a 2012 report by the Pew Research Center, 83 percent of Americans own a mobile device, and 73 percent use that device for texting. Of those who text, 31 percent prefer texting to talking. Text messaging is a channel that customers have ...
Content type: Slides | Author: Randy Vance, Giff Gfroerer
Contact Center Leaders Group Call - March 2013
March 12, 2013
Join us for a one-hour open discussion of industry contact center issues including billing and payments, credit and collections, and the contact center itself.
Content type: Leadership Call | Document ID: UCC-LC-2013-03-ContactCenter | Author: Rich Goodwin
Multichannel Metrics to Enhance the Customer Experience
January 30, 2013
We understand that utilities are hard at work monitoring and measuring their customer experiences, but how do they stack up to your peers? We’ve analyzed the data from the E Source Multichannel Metrics Survey 2012, and we’re ready to reveal the results.
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Content type: Web Conference | Document ID: UCC-WC-2013-01-Multichannel | Author: Justin Rickard
Multichannel Metrics to Enhance the Customer Experience
Recording
January 30, 2013
This is the web conference recording.
Content type: Recording | Document ID: UCC-WC-2013-01-Multichannel-R | Author: Justin Rickard
Multichannel Metrics to Enhance the Customer Experience
Slides
January 30, 2013
These are the web conference slides.
Content type: Slides | Document ID: UCC-WC-2013-01-Multichannel-SL | Author: Justin Rickard
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
Customer Experience Leaders Group Call - November 2012
November 28, 2012
Please join us for this lively discussion on various customer experience–related topics. This is your hour to problem-solve in a vendor-free zone and share with other utilities working on customer experience.
Content type: Leadership Call | Document ID: CES-LC-11-12-CustomerExperience | Author: Rich Goodwin
Contact Center 2.0: Creating the Next Generation Contact Center Today
Forum 2012 Presentation
October 5, 2012
Metrics and Measurements for the Customer-Focused Utility As utilities increase self-service options across channels, it’s creating a shift in the call center, resulting in more-complex, longer-lasting calls. Find out how to change your call center paradigm and which metrics can ...
Content type: Forum, Slides | Author: Barbara Burke
We Need to Talk: Reaching Out to SMBs About a Rate Change
September 19, 2012
Learn proven and effective ways to communicate a rate-change message to small and midsize business (SMB) customers.
Content type: E NEWS | Document ID: ENews-9-12 | Author: Kim Burke
Customer Experience Leaders Group Call – September 2012
September 11, 2012
Please join us for this lively discussion on various customer experience–related topics. This is your hour to problem-solve and share with other utilities working on customer experience in a vendor-free zone.
Content type: Leadership Call | Document ID: CES-LC-9-12-CustomerExperience | Author: Rich Goodwin
E Source Multichannel Metrics Survey 2012
September 10, 2012
E Source is fielding the 2012 Multichannel Metrics Survey. This survey will look at key contact channel metrics and will help you compare them to those of other electric and gas companies using the same standards.
Content type: About E Source Products & Services | Author: Justin Rickard
Contact Center Leadership Call
August 28, 2012
Join us for an open discussion of industry contact center issues including billing and payments, credit and collections, and the contact center itself.
Content type: Leadership Call | Document ID: UCC-LC-8-12-ContactCenter | Author: Rich Goodwin
Voice of the Customer in the Call Center
We Hear You!
August 14, 2012
How does a call center obtain and use “voice of the customer” feedback? Call centers use a variety of methods to survey their customers.
Content type: E Source Blog | Document ID: ES-Blog-8-14-12-Voice | Author: Rich Goodwin - Manager of E Source Customer Experience Services
What Are Your Customers Really Thinking?
August 9, 2012
Remember the Mel Gibson movie What Women Want? What if you could hear what your customers (male and female) were really thinking, but not saying or doing?
Content type: E Source Blog | Document ID: ES-Blog-8-9-12-Customers | Author: Kenneth Black - President
Don't Forget the Phone in Your Outage Communications
June 29, 2012
As we move from spring storm season into summer storm season, now is a good time to review how your outage communications process is serving your customers' needs. A significant segment of your customers still rely on the telephone as a means to report an outage.
Content type: E Source Blog | Document ID: ES-Blog-6-29-12-PhoneOutage | Author: Rich Goodwin - Manager of E Source Customer Experience Services
Available to You: Customer-Ready Content
June 26, 2012
June 2012 issue of the E Source Business Market newsletter.
Content type: Service E-mail | Document ID: BMS_SE_6-26-12
What Are the Best Call Center Metrics for a Great Customer Experience?
June 5, 2012
I want to continue the discussion on call center metrics that I started in the March Customer Experience Newsletter. Call centers are using all sorts of metrics. These metrics haven't varied much since I was a call center supervisor 20 years ago, but customer expectations have increased exponentially. ...
Content type: E Source Blog | Document ID: ES-Blog-6-5-12-CallCenterMetrics | Author: Rich Goodwin - Manager of E Source Customer Experience Services
What Can the Utility Industry Learn from Zappos?
May 16, 2012
During our 2012 E Source Utility Customer Experience Conference last week, we had the fantastic opportunity to tour the Henderson, Nevada, facility of online retailer Zappos and meet with Zappos Insights staff.
Content type: E Source Blog | Document ID: ES-Blog-5-16-12-Zappos | Author: Maureen Russolo - Director of E Source Customer Experience Services
What Utilities Can Learn from FedEx
May 14, 2012
When you see the FedEx logo or the company is mentioned to you, what comes to mind? For me, I immediately think of a very successful, customer-focused company that exudes excellent experiences.
Content type: E Source Blog | Document ID: ES-Blog-5-14-12-FedEx | Author: Rich Goodwin - Manager of E Source Customer Experience Services
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
What Utilities Can Learn from NASCAR
April 11, 2012
I'm here at the 4th Annual E Source Utility Marketing Conference in Charlotte, North Carolina, the unofficial home of NASCAR. Listening to our keynote speakers from the racing industry really got me fired up about what utilities can learn from other industries, namely how crucial it is to focus ...
Content type: E Source Blog | Document ID: ES-Blog-4-11-12-NASCAR | Author: Stephanie Spalding - Research Manager
Does Your Call Center Play Into Your Brand Strategy?
April 9, 2012
How does your call center play into your brand strategy? Remember that, on average, call centers receive from 1.7 to 2.0 calls per customer base annually. Every one of those touchpoints is an opportunity to promote and enhance your brand.
Content type: E Source Blog | Document ID: ES-Blog-4-9-12-BrandStrategy | Author: Rich Goodwin - Manager for E Source Customer Experience Services
Top Utility E-Channel Trends 2012
March 22, 2012
Join us to discover the most exciting e-channel trends of the past six months and gain insights into the topics your peers are taking on. Our customer experience team will present the latest insight into providing personalized online content, mobile applications, social media, and more.
Play audio and video (streaming video)
Download presentation (PDF)
Content type: Web Conference | Document ID: EBiz-WC-3-12-TopTrends | Author: Florence Connally
Top Utility E-Channel Trends 2012
Slides
March 22, 2012
These are the web conference slides.
Content type: Slides | Document ID: EBiz-WC-3-12-TopTrends-SL | Author: Florence Connally
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
Account Management Assessment 2011
Account Management Best Practices
December 14, 2011
Utility business account management groups often gauge their success by customer input, but a comparison to other utilities can deliver more-meaningful information. The 2011 Account Management Assessment provides in-depth, actionable data about account management practices across the utility industry. ...
Content type: Benchmark Study | Document ID: BAM-BMK-AMA-11 | Author: Alexandra Behringer, Sarah Fiebiger
Lessons Learned Working with Contact Centers
Forum 2011 Presentation
September 30, 2011
Service to Sales: Transforming a Cost Center into a Profit Center The contact center is an often-overlooked sales and marketing channel, though companies outside the utility industry have successfully leveraged their centers to promote other products and services. Today, at several ...
Content type: Forum, Slides | Author: Adam Capage
