Resource Center

Welcome to the E Source Resource Center, which provides easy access to our comprehensive library of research, analysis, and tools.
To make the most of your search, check out our tips for finding content.

Filters

remove all filters

Topic: Contact center

(remove)

Content type: Research

(remove)

Content type: Ask E Source

(remove)

Results

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

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

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

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

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

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

Text Messages: The Other Mobile Customer Service Channel

December 31, 2009

How have utilities used text messages to provide customer service? What are the issues to be aware of when using text messages for customer communications?

Content type: Ask E Source | Document ID: UCC-AskES-14 | Author: Florence Connally

Managing and Reducing Call Center E-mail Bounce-Backs

December 9, 2009

What are techniques for managing and reducing the rate of outgoing call center e-mails that “bounce back” from customers because of an incorrect address or technical difficulties?

Content type: Ask E Source | Document ID: UCC-AskES-12 | Author: Sarah Weldon

Principles of Call Center Training and Coaching

November 24, 2009

Do you have any research regarding effective coaching techniques in relation to utility contact or call centers?

Content type: Ask E Source | Document ID: UCC-AskES-2 | Author: Maggie Boys

Designing Online Service Orders That Work

September 30, 2009

I hear that South Carolina Electric & Gas has had success with its online service order forms. What are its adoption and conversion rates? Why is it so successful? And how has the online process affected the organization beyond the web site?

Content type: Ask E Source | Document ID: EBiz-AskES-11 | Author: Florence Connally

Excellence in Outage Communication

April 30, 2009

We want to create an effective outage communication program. Can you tell us what that means, both to the customer and the utility? We’d also like to see examples of some utilities that are doing it right, and how they are handling it.

Content type: Ask E Source | Document ID: UCC-AskES-1 | Author: Maggie Boys

Best Practices in Customer Identity Verification

April 30, 2009

What are the best practices with regards to verification of customer identity in call center environments?

Content type: Ask E Source | Document ID: ENEWS-AskES-4-09 | Author: Kim Knox

First-Call Resolution

September 19, 2005

How are call centers tracking first-call resolution?

Content type: Ask E Source | Document ID: UCC-AskES-30

Customer Contact Channel Preferences

April 22, 2005

How do customers prefer to contact their utility?