Customer Service Operations
Most recent content on this topic
Developing comprehensive utility programs for low- and moderate-income customers
February 16, 2023
E Source and EEI brought together three utilities to help them better understand their LMI customers’ energy challenges and help them design solutions to help them manage their utility bills using a three-phase initiative that combines data science, ethnography, and design thinking.
Case study
2025 Contact Center Performance study questionnaire
July 22, 2025
Interested in participating in the E Source 2025 Contact Center Performance study? We’ll help you better understand your utility’s performance related to operations, channel interactions, agent staffing, KPIs, QA, and more.
Study
E Source selected to design, build, and operate New York’s Integrated Energy Data Resource platform
Sannie Sieper | December 12, 2022
This press release announces the selection of E Source by the New York State Energy Research and Development Authority to develop New York’s Integrated Energy Data Resource (IEDR) platform.
Press release
Meet the E Source Mobility Service
Rachel Buckley | December 6, 2022
Utilities are facing an unusual opportunity problem: to integrate electric transportation into their portfolio of offerings and the grid. During this webinar you’ll meet our team of global mobility experts and learn how E Source’s research and advice can help solve your biggest mobility challenges.
Online event
How to make your utility programs more equitable
Dannah Moore | November 10, 2022
Quinn Parker, founder and CEO of Encolor, closed out E Source Forum 2022 by defining what it means to operationalize equity in utility programs. Here are three actions you can take at your utility to make your programs more equitable.
Report
EV managed charging
Erin Penksa | November 1, 2022
Host Bryan Jungers welcomes to the podcast Stephanie Leach, principal business analyst at BGE, and Jesse Hitchcock, senior analyst for Customer Energy Solutions at E Source, to discuss concerns about how EV charging may affect the distribution grid.
Podcast
The quilt for a better tomorrow: A metaphor for the Sustainable Utility
Joshua Sorensen | November 7, 2022
We were honored to have NiSource’s Jennifer Montague deliver the opening keynote at the E Source Forum 2022. Discover why she thinks utilities should use quilting as a guide for planning for a sustainable energy future and how the four main parts of a quilt represent vital parts of the plan.
Report
Applying an Audience of One approach to better understand and serve LMI customers
Filomena Gogel | December 1, 2022
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.
Online event
Key learnings from the E Source Forum 2022
Rachel Reiss Buckley | November 9, 2022
Learn how the E Source Forum 2022 empowered utilities on their path to becoming a Sustainable Utility. Our thought leaders will share takeaways from each track and provide actionable advice related to equity, mobility, customer experience, marketing, programs, and distributed energy resources.
Online event
Use the 6 Es framework to improve the employee experience
Liza Minor, Paige Martin Cox | October 19, 2022
In this report we summarize the key findings from the E Source 2022 Utility Employee Experience Survey, where utility contact center employees rated their organization’s ability to deliver on the 6 Es framework. Utilities that participated in the 2022 survey can view the full survey results.
Report
