The perks of being a member

When you’re a member of the E Source Contact Center Optimization Service, you’ll get the support and resources you need to ensure that your contact center and customer service operations exceed expectations. With the service, you get:

  • Insight on how utilities are approaching contact center operations along with comparative data that will give you a better understanding of staffing, metrics, and channel usage
  • Guidance on transforming your contact center into a customer experience (CX) center, including help getting organizational buy-in as well as strategies to train and retain successful customer service representatives (CSRs)
  • Access to the research and tools you need to stay ahead of emerging trends so you can make the case for changes to your front- and back-office customer support resources

Ask our experts unlimited questions

Answers from our CX experts will help you refine your customer interactions, whether in the contact center or in the field. We’ll address topics such as CSR performance and transaction metrics; revenue management; outsourcing customer service; IVR and other system enhancements; and billing, payment, and credit and collections best practices. Learn more about our Ask E Source program (PDF).

Access our library of research

You’ll gain access to our reports and thought leadership papers on industry and nonindustry trends. This research can help you create effective contact center metrics, raise your IVR containment rates, and build a contact center strategy that can keep up with your customers’ needs.

Use our exclusive contact center–related tools

Read the results from our IVR benchmark studies in the Utility IVR Design Center, where we also offer analysis of and recommendations for specific features to help your utility design a highly functional and user-friendly IVR.

Be part of our benchmark studies and other proprietary market research

Participate in our Utility IVR Industry Scan and benchmark your interactive voice response system against those of other utilities. Use the results to assess IVR improvements as they relate to customers’ needs. Measure your utility contact center operations and performance with the Contact Center Performance study, which provides valuable insight into how your organization and the industry at large are serving customers.

Attend our free contact center–focused events

Collaborate and interact with industry experts and your peers at topically relevant meetings, web conferences, utility-only peer sharing calls, and our annual E Source Forum. Recent topics include how to develop a future-forward customer contact channel strategy and how to keep up with ever-evolving customer expectations.

What our customers are saying

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Let’s create the right package for you!

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