Customer Service Operations
Most recent content on this topic
Total planned DSM spending will decline through 2020
Liza Minor, Rachel Reiss Buckley | July 17, 2018
Utilities have significantly increased demand-side management (DSM) program spending in the past decade, but based on market data found in E Source DSM Insights, we expect overall spending to decrease from 2018 through 2020.
Newsletter
What are best practices for noting gender in customer accounts?
Lisa Schulte | April 26, 2023
When a contact center representative (CSR) assumes a caller’s gender based on the sound of their voice, it can lead to confusion and poor customer service. Find out how to train your CSRs to be more gender inclusive and better support customers.
Ask E Source answer
Are we getting utility bill designs all wrong?
Bill LeBlanc | June 13, 2018
Sign up for E Source's upcoming bill redesign web conference on June 26, 2018, to learn how to better design your utility bill to serve customers' needs. We'll discuss our recent ethnographic market research, customer-centric design-thinking approaches, and more.
Newsletter
Incorporating emerging technologies into your programs
Bryan Jungers | June 21, 2018
Every new technology must cross the “chasm of death” before it can take off and penetrate the market at scale, according to Brian Barnacle of Energy Solutions. Watch this excerpt from the 2017 E Source Forum to learn more about the difficulties and opportunities associated with market development.
Report
Innovation Showcase: Focus on Virtual Peaker
Matthew Burks | June 19, 2018
This second presentation in the Innovation Showcase series of the E Source Utility Innovation Partners Program features Virtual Peaker, a real-time control system in the cloud that operates and optimizes any smart device.
Online event
Radically redesign your utility’s customer bill using design thinking
Bill LeBlanc | June 26, 2018
Through recent ethnographic research, E Source revealed major conflicts between how utilities design their bills and the information customers want. We've transformed the bill redesign process and are looking for utilities to partner with us for their redesign efforts. Sign up to learn more.
Online event
Customer and Employee Experience Awards
Each year, we celebrate the great work utilities do to create excellent experiences for their customers and provide a supportive and engaging workplace for their employees with the E Source Customer and Employee Experience Awards. Learn more about the awards and how to submit an entry!
Innovation Showcase: Focus on ConnectDER
Matthew Burks | May 23, 2018
This first presentation in the Innovation Showcase series of the E Source Utility Innovation Partners Program features ConnectDER products, which the company promises will reduce logistical issues during solar and other distributed energy resources installation.
Online event
History of lighting: How technological advances and federal regulations shaped the bulb
Monali Mujumdar | April 10, 2018
Since Thomas Edison's incandescent lamp became commercially available more than a century ago, technological advances and federal regulations have shaped lighting's path. Our infographic shows you the journey, including major milestones, where the market is now, and where it's headed.
Report
Ameren’s outage experience
Melanie Wemple | February 21, 2023
Learn how E Source Consulting and Advisory Services helped Ameren develop and implement a strategy for unplanned outages. The initiative led to an improved customer outage experience, streamlined operations, and a measurable increase in customer satisfaction.
Case study
