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11 - 19 of 19 results
What are HR best practices for contact centers?
An Ask E Source answer
This Ask E Source answer highlights some best practices for hiring and retaining contact center representatives.
Huntsville Utilities Knows How to Win Back Customers
When Huntsville Utilities’ customers began driving to its office because it was quicker than calling customer service, the utility knew it needed to make some changes. Customer service manager Kim Torres explains the tactics Huntsville Utilities used to rebuild its relationship with customers.
Future-proofing the utility contact center
E Source is launching a project focused on future-proofing the utility contact center to work with and guide utilities wanting to improve their contact center operation with our experts, data, market research capabilities, and numerous research reports that spans the industry.
The low- and moderate-income customer energy assistance journey
Key findings and recommendations from the E Source multi-client study
Join us to learn about this landmark, energy assistance LMI customer journey mapping multiclient study, its key findings, and recommendations.
Contact center discussion series: How best-in-class contact centers approach quality and planning
Contact centers can be a tricky business with a lot of moving parts, but there are simple metrics and processes that can improve these operations. Join Tim Montgomery, a 30-year contact center veteran, as he leads a discussion on metrics, quality monitoring, and technology trends shaping the future.
Business case development: Contact center impacts of prepay
This working session brings together members of the Prepay Energy Working Group (PEWG) to improve the business case model of prepay. First introduced by Itron, this business case was a potential tool to demonstrate the value of prepay. This first step looks at contact centers and prepay.
Looking back to look ahead: recap of utility contact center research and current trends analysis
UCRC Future Proofing the Utility Contact Center
Tim Montgomery, industry expert and E Source Utility Customer Research Consortium consultant, will recap the research we did four years ago with 10 utilities on future-proofing the contact center. Then, he’ll present current-state analysis of contact center trends and best practices.
Applying an Audience of One approach to better understand and serve LMI customers
The E Source Audience of One approach helps utilities build relationships with customers on an individual basis, connecting the right programs to the right audience by understanding behavior. Join us to see how we used this approach to design solutions for low- and moderate-income (LMI) customers.
Improving your customers’ outage experience
An exchange for members of the Tennessee Valley Public Power Association
An electric outage is a moment of truth for utilities and their customers. Join this exchange to learn how to transform an outage from an experience that dissatisfies customers to one that builds greater satisfaction and loyalty.