Welcome to the E Source blog! Our staff will share insights and observations about life at E Source, our events, our research, and other fun stuff.
Contact Center QA Scores Don’t Measure Much Without the Customer’s Perspective
January 28, 2016 | Jeffrey Daigle
Many utility and non-utility contact centers are including the customer's perspective in their quality assurance (QA) processes. Is it improving the customer experience? Our latest report examines QA best practices and provides tips for taking your QA processes to the next level.
The Power of Words
January 27, 2016 | Keenan Samuelson
Cisco employees use techie jargon to talk to each other. But when they create marketing materials, that language confuses customers and they don't understand the company's products or how to use them. Cisco simplified its messaging and saw real results. Utilities can benefit from the same.
To Improve Customer Experience, Banish the Culture Bogeyman
December 31, 2015 | Eryc Eyl
Almost invariably, when I’m discussing the topic of customer experience (CX) with utility professionals, the topic of culture comes up. But is culture just a convenient scapegoat—a bogeyman we can blame for holding back CX progress? Or can we do something about it?
Building a Multicultural Utility Social Media Presence
December 29, 2015 | Sarah Howie
The linguistic and cultural mix of populations throughout North America is shifting, and utilities are working to develop community outreach and communications strategies that can meet the needs of all. Learn more about Southern California Edison's multicultural social media strategy.
San Diego Becomes the First Major US City to Commit to an All-Renewable Future
December 23, 2015 | Sarah Howie
Last week, San Diego became the first major US city to commit to going 100 percent renewable. Find out how the city views the future of its relationship with local utility SDG&E and what this might mean for your utility’s relationship with municipal customers.
Advanced Lighting for the C&I Facility of the Future
December 20, 2015 | Jordan Whiddon
Today’s mobile professionals work off backlit laptops and other devices, so businesses don’t need the blinding fluorescents of the past. As companies upgrade their lighting systems, they should consider advanced lighting controls to achieve great lighting quality and up to 90 percent energy savings.
Holiday Hits: Cheeriest Utility Social Media Posts of the Season
December 17, 2015 | Sarah Howie
Who's the cheeriest of them all? Check out some of these top-performing utility social media posts to find out which utilities are making the most of Facebook, Twitter, and Instagram to inspire the spirit of the holidays.
How to Improve Your Utility Website
December 8, 2015 | Haley Kaiser
The results are in! We recently completed our Review of Electric and Gas Company Residential Websites, and we learned some interesting stuff. We also developed a bunch of new resources. Learn which ones can help your utility create a better website.