Most recent content on this topic
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.
Recognize and Reward Innovative Excellence at Your Utility
Mary Sullivan | April 17, 2019
Every fall, at the annual E Source Forum, we hold an awards ceremony, where we recognize the best and brightest people and utilities from across North America who are driving innovation in the energy industry. Don't miss your chance to win an E Source award—submit your entries today!
How Do You Deflect Calls to Self-Service Channels?
Deflecting customer calls to self-service options decreases utility costs and improves the customer experience. In this Ask E Source answer, we give advice on improving self-service, communicating proactively, using virtual assistants, and building a business case for call deflection.
E Source answer
Answering questions about high bills
Jeffrey Daigle, Maggie Boys, Renee Davis
The higher utility bills that come with a change in the seasons have distinctive characteristics and solutions. Our tailored five-step response to customer calls about higher bills can help drive customer satisfaction and first-call resolution.
How can we prepare our contact centers for solar and electric vehicle demand?
Keenan Samuelson, Lauren Potter
Check out this Ask E Source answer for tips on preparing your contact center for an increase in solar and electric vehicle (EV) customer demand. We recommend using customer-friendly language, including solar and EV options on the IVR menu, developing a knowledge base, and more.
E Source answer
Developing your future-forward customer contact channel strategy
Keenan Samuelson; Jeffrey Daigle | March 21, 2019
Contact channels that weren't common a few years ago (such as chat) are now mainstream and necessary to deliver a positive customer experience. With so many new opportunities for connecting with customers, you need a clearly articulated strategy to prioritize your customer contact dollars.
5 great ways to deflect calls to self-service channels
Keenan Samuelson | October 31, 2018
The phone is an expensive contact channel, so we gathered five best practices for routing customers to other channels. They include improving self-service options, communicating proactively, using virtual assistants, building a business case for call deflection, and allowing customers to self-serve.
Virtual assistants can help utilities find their voice
Essie Snell | August 22, 2018
The market for smart speakers and virtual assistants is booming. For utilities, voice-control devices are worth paying attention to because of the smart home interconnectivity they enable as well as the unique marketing and communications opportunities they provide.
What are best practices for noting gender in customer accounts?
Lisa Schulte | July 26, 2018
When a utility's call center representative 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 call center staff to provide transgender-inclusive service in their communications.
E Source answer
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.