Key Findings from the 2019 E Source Contact Center Performance Survey

July 23, 2019

Join us as we present the results of the 2019 E Source Contact Center Performance survey. During this web conference, we’ll share high-level findings and data on contact center operations, agent staffings, channel interactions, key performance indicators (KPIs), quality assurance, and agent training.

You’ll learn:

  • Which KPIs other utilities track
  • Average speed of answer and average handle time among participating utilities
  • Utility contact center operating hours

Speakers:

Laura Ruff Agard, Senior Analyst, Market Research, E Source
Lisa Schulte, Analyst, Customer Experience, E Source

Who should attend:

Members of the E Source Customer Care Service and any utility that participated in the 2019 E Source Contact Center Performance Survey.

If you don't meet these requirements but would like to attend, please email us or call 1-800-ESOURCE (1-800-376-8723).