Customer Service Operations
Most recent content on this topic
Utility websites are becoming more user-friendly, mobile-optimized according to a 2017 E Source study
Kym Wootton | August 1, 2017
This press release announces the top-ranked websites in the E Source Review of North American Electric and Gas Company Residential Websites: 2017.
Press release
E Source Innovation in Customer Design Awards
Learn more about the E Source Innovation in Customer Design Awards.
E Source announces top electric and gas company IVRs for 2016
Kym Wootton | June 15, 2016
This press release announces the results of the E Source Review of North American Electric and Gas Company IVRs: 2016.
E Source completes utility industry’s first omnichannel study
Kym Wootton | April 18, 2016
This press release announces the release of results from the industry-first E Source Omnichannel Survey.
Do customers understand their utility bill? Do they care? What utilities need to know
Bill LeBlanc | January 21, 2016
Learn how clearer bill communications and education around energy terminology can engage customers in energy usage.
Newsletter
E Source Releases DSM Industry Benchmarking Report
Kym Wootton | November 4, 2015
This press release announces the release of the 2014 DSM Achievements and Expenditures benchmark.
Utility IVR Design Center
Our IVR Design Center will give you the information you need to build and optimize your telephone customer contact channel.
Innovative residential rate design and pricing
January 8, 2016
This E Source market research study provides utilities with critical customer insights as they consider changes to residential rate structures and pricing options.
Omnichannel Survey
E Source assessed the omnichannel efforts of the utility industry across eight customer-facing channels. Our survey looks at the health and integration of those channels from a representative sample of US and Canadian residential customers and their utilities. E Source members can view the results.
Apples and oranges: Aggregating data from electricity-conservation programs
Bryan Jungers, Tim Stout | March 7, 2014
E Source has been collecting information about demand-side management (DSM) program performance to answer powerful questions about the industry as a whole. We're addressing big-picture questions about our industry by taking a data-driven approach to industry analysis and benchmarking.
White paper
