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Event type: Web Conference 
(remove) Service Line: Utility Customer Care (remove) Results
Creating Happy Business Customers
Thursday April 19, 2012
What can utilities do to get an edge in small and medium-sized business customer satisfaction? We’ll provide highlights from both the electricity and the gas J.D. Power and Associates studies.
Content type: Web Conference
Customer Experience Management: 2012 Survey Results
Thursday March 15, 2012
Based on the results of a recent E Source survey, we’ll give you the latest on the current state of customer experience management in the utility industry. Come learn who’s doing what and how it’s being done.
Content type: Web Conference
Results from the 2011 Review of Electric & Gas Utility IVRs
Tuesday 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.
Content type: Web Conference
Drivers of Small and Midsize Business Customer Satisfaction
Insights from the 2011 J.D. Power and Associates Survey and Top-Ranking Utilities
Thursday May 12, 2011
Are you looking for ways to increase customer satisfaction with your hard-to-reach small- and medium-sized business customers? Small and midsize businesses represent a diverse group of utility customers, but they share some common traits. Join us to learn what these customers need and want from you. ...
Content type: Web Conference
Top Trends in Utility Customer Care
Thursday 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!
Content type: Web Conference
Identity Fraud and Red Flag Rules: Prevention and Compliance
Wednesday October 27, 2010
Identity theft and fraud affect your organization from top to bottom. Regardless of whether the new U.S. federal Red Flag Rules go into effect in December, you’ll benefit from this web conference. Learn from experts about how to deal with identity theft and fraud.
Content type: Web Conference
Getting Customers to Pay Regularly and On Time
Wednesday August 25, 2010
Join us to learn how utilities can change their customers’ payment behavior and turn delinquent customers into ones who pay regularly and on time, all without sacrificing customer satisfaction. We will look at programs for low-income customers, as well as for commercial and industrial customers.
Content type: Web Conference
How to Make My E Source Work for You
Tuesday May 18, 2010
Find out how to get more from your E Source membership with My E Source. You’ll learn about time-saving tools and how to stay up-to-date on the most recent E Source research and analysis.
Content type: Web Conference
Business Customer Credit and Collections in Hard Times
Wednesday January 27, 2010
Current economic conditions are increasingly driving business customers to financial delinquency and bankruptcy. How can utilities help their business customers during these tough times? Join us to learn more about these economic trends and hear what Pacificorp has done to reduce write-offs.
Content type: Web Conference
Smart Grid Data Privacy
Perceptions, Fear, Responsibility, and Trust
Thursday December 10, 2009
Dealing with data privacy and network security has become a key issue when implementing smart grid and advanced metering infrastructure. Join us to learn from experts in the field on how you can work with your customers to ensure that their privacy and security are protected.
Content type: Web Conference
IVR Horror Show
Web Conference
Thursday November 5, 2009
*Rescheduled!* In the spirit of Halloween, take a terrifying tour of some scary IVR menus. They’ll send chills down your spine and make you want to scream! You’ll learn how to clear the cobwebs from these dank and disused systems and put them on the path to the good side.
Content type: Web Conference
How E Source Tweets with Twitter
Web Conference
Tuesday August 11, 2009
Find out how E Source is using Twitter and what lessons we have learned in getting started. Plus, you’ll learn how to decode tweets and see what some utilities are doing in the Twitterverse.
Content type: Web Conference
E Source 2009 Electric and Gas Utilities IVR Benchmarking
Wednesday July 29, 2009
The wait is over! Find out how your utility’s interactive voice response (IVR) system stacks up against other electric and gas companies’ IVRs. Join us to see the 2009 rankings, and we’ll also share what we learned from this year’s research as well as other IVR insights.
Content type: Web Conference
Improving Your SMB Customer Satisfaction
Web Conference
Wednesday April 15, 2009
Find out what makes your small and midsize business customers tick while learning how to avoid ticking them off! Get the inside scoop on the 2009 J.D. Power and Associates customer satisfaction studies.
Content type: Web Conference
Credit and Collections in a Recession Economy
Web Conference
Tuesday March 24, 2009
Find out how the current economic landscape impacts utility credit and collections and learn best practices from Tacoma Public Utilities for increasing payments by having a cooperative relationship with your collection agency.
Content type: Web Conference
Getting Smart About Smart Grid Stimulus Money
Wednesday March 18, 2009
The rules for how to get some of the $4.2 billion of stimulus money allocated for smart-grid projects are still being defined, but the clock is ticking. Join us to hear how to accelerate your program so you’re ready when the rules come out.
Content type: Web Conference
American Recovery and Reinvestment Act of 2009: How Its Provisions Affect Utilities
Web Conference
Thursday March 12, 2009
The newly signed American Recovery and Reinvestment Act allocates over $41 billion to energy-related provisions, including renewable energy production and energy-efficiency measures for public buildings. Join us to learn how this legislation could affect you and your utility.
Content type: Web Conference
Energy Improvement and Extension Act of 2008: Summary of Key Energy-Efficiency Measures
Web Conference
Thursday November 13, 2008
What does this legislation mean to you? Find out how to leverage the energy-specific provisions for your utility and business operations planning as well as in efficiency program incentives.
Content type: Web Conference
From "Cringe" Customer Service to "Wow!" Customer Service: An Overview of Call Center Service Levels
Web Conference
Wednesday October 22, 2008
In this E Source web conference, Kimberly King, president of InterWeave, ties her 2008 benchmarking study results to the behaviors that are affecting your results.
Content type: Web Conference
2008 E Source Self-Service Customer Care Market Research Study
Web Conference
Wednesday September 3, 2008
Utilities are increasingly hoping customers will use self-service options when interacting with their energy companies. The challenge is aligning online and phone self-service offerings with the needs of customers.
Content type: Web Conference
How to Create a Positive First Impression with Utility Welcome Kits
Wednesday March 19, 2008
You don't get a second chance to make a first impression. Utilities that fail to welcome new residential customers miss an opportunity to start a positive relationship. Find out how utilities are using welcome packages.
Content type: Web Conference
E Source on the Energy Independence and Security Act of 2007
Web Conference
Wednesday January 23, 2008
The Energy Independence and Security Act of 2007 was signed into law in December 2007. It has implications for building efficiency, equipment standards, utility demand-response and energy-efficiency programs, vehicles, biofuels, and small businesses.
Content type: Web Conference
E Source 2007 Electric and Gas Utilities Voice Response Benchmarking
Tuesday July 24, 2007
The 2007 IVR Review evaluates the interactive voice response systems (IVRs) of 103 U.S. and Canadian electric and gas companies. This web conference presents the results of the latest E Source IVR research, final rankings of utility IVRs, and other valuable information.
Content type: Web Conference
"How May I Help You?" Chat Brings the Service into Online Customer Service
Wednesday June 27, 2007
We share the key findings from this research project. Scott Carlin from InstantService provides an explanation of how chat works; he is joined by Mike Chase, director of Internet service at Pacific Gas & Electric, who shares some of the lessons his utility has learned from using chat.
Content type: Web Conference
Highly Engaged CSRs Create Highly Satisfied Customers: New Tools for Supervisors
Thursday February 22, 2007
Content type: Web Conference
Top Ways to Improve Customer Service Satisfaction
Wednesday July 12, 2006
Content type: Web Conference
Utility Price Increases II: Peer Problem-Solving Communications Management, Message Testing, and Direct Outreach
Thursday February 23, 2006
Content type: Web Conference
Utility Price Increases I: Communications Management, Message Testing, and Direct Outreach
Thursday February 16, 2006
Content type: Web Conference
Increasing Residential Marketing Effectiveness with Geodemographic Segmentation
Thursday February 2, 2006
Content type: Web Conference
Cost-Effective Service Improvements for Low-Income Customers
Thursday January 19, 2006
Content type: Web Conference
Web Conference (30)