Contact center operations
Most recent content on this topic
The low- and moderate-income customer energy assistance journey
Ben Nathan | April 23, 2025
Join us to learn about this landmark, energy assistance LMI customer journey mapping multiclient study, its key findings, and recommendations.
Online event
Contact center discussion series: How best-in-class contact centers approach quality and planning
Patrick Woodworth | July 27, 2023
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.
Online event
Business case development: Contact center impacts of prepay
Patrick Woodworth | February 27, 2023
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.
Online event
Looking back to look ahead: recap of utility contact center research and current trends analysis
Jamie Wimberly | January 31, 2023
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.
Online event
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
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
5 tips for creating an effective high-bill alert program
Dannah Moore, Lisa Schulte | August 30, 2022
High-bill alerts let your customers know when they’re likely to have a costly bill based on their energy usage. A well-designed high-bill alert program can reduce the number of calls your contact center receives from upset customers who have high energy bills.
Report
Improving your customers’ outage experience
Eryc Eyl | September 15, 2021
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.
Online event
How to use predictive data science to plan for utility operations post-COVID-19
Tom Martin | May 20, 2020
COVID-19 has affected every major industry around the world. For example, utilities have stopped shutoffs for nonpayment at least through May 31. No doubt a necessary act, but it will cause complications: a significant number of utility customers will be overdue on their bills in the next 24 months.
Newsletter
Answering questions about high bills
Liza Minor, Jeffrey Daigle | April 11, 2022
When utility customers get bills that are higher than expected, it’s usually because of metering issues, seasonal changes to their homes or behavior, or nonseasonal changes. Our five-step response to customer calls about high bills can help you identify the problem and offer the right solution.
Report
