Customer Service Operations
Most recent content on this topic
What are HR best practices for contact centers?
Eryc Eyl | March 29, 2018
This Ask E Source answer highlights some best practices for hiring and retaining contact center representatives.
Ask E Source answer
Huntsville Utilities Knows How to Win Back Customers
Lisa Schulte | February 1, 2018
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.
Report
How do utilities manage customer emails?
Keenan Samuelson | August 1, 2019
We reveal how utilities handle email inquiries by citing examples, best practices, and market research. We also identify a few third-party vendors that utilities can use for email management.
Ask E Source answer
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.
