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Topic: Customer satisfaction & loyalty 
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The Nitty-Gritty of Successful E-Mail Management: Schedules, Skills, and Software
April 1, 2008
We examine the best practices for handling e-mails, drawing from the lessons and challenges of four utility contact centers of varying size and scope, to provide a toolkit of solutions for your e-mail team.
Content type: Best Practice | Document ID: UCC-BP-6 | Author: Ethan Brown
Soft Skills Training for Difficult Business Calls
November 1, 2006
Utilities are paying greater attention to small and midsize businesses by providing expanded products and programs and more-tailored customer service. Regardless of how they take business customer calls, customer service representatives (CSRs) have to be mindful of the particularities of this group: ...
Content type: Best Practice, Focus Report, Research | Document ID: SMB-F-7 | Author: Tertia Speiser
Operational Improvements That Boost Utility Customer Satisfaction
July 1, 2006
There's a perception that customer satisfaction is something that requires specific outlays and investments, but we've uncovered numerous utilities that have cut costs, streamlined processes, and energized employees, while increasing customer satisfaction. Good things happen to those who work hard ...
Content type: Best Practice, Core Report | Document ID: ER-06-09 | Author: John Egan
Top Ways to Improve Customer Service Satisfaction
June 1, 2006
How does customer service quality influence customer satisfaction? For many electric and gas companies, this is literally a million-dollar question. This report outlines ways that utilities have improved their customer satisfaction scores through improvements in customer service. To find out how, we ...
Content type: Best Practice, Research, Service Report | Document ID: UCC-20 | Author: Maggie Boys, Florence Connally
Customer Satisfaction and Loyalty Measurement: Strengthening the Bottom Line Through Customer Service
December 1, 2001
Utilities are beginning to adopt the common competitive strategy of developing loyal customers by delivering superior customer service. In today’s business environment, the strength of customer relationships is a growing part of how company value is calculated. In this report, E source examines the ...
Content type: Best Practice, Research, Service Report | Document ID: UCC-10 | Author: Maggie Boys, Kristen Bertolone
