Interactive voice response system (IVR)
Most recent content on this topic
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
How do residential customers typically pay their bills?
Laura Ruff, Rachel Cooper | July 2, 2018
Curious as to how residential customers prefer to pay their bills with other service providers? Our report, which uses data from the Claritas Technology Behavior Track and Energy Behavior Track studies, looks into the channels customers use to pay their electric, Internet, TV, and phone bills.
Report
TN Valley LPC Leaders Group Call: Upcoming Trends in Utility IVRs and Websites
Jeffrey Daigle | June 21, 2018
Join E Source as we look at upcoming trends in utility websites and interactive voice response systems (IVRs), as well as highlight the success story of a local power company that made improvements to its website or IVR.
Virtual event
How to Improve Your Customer Experience on the Utility IVR
Haley Kaiser | March 29, 2018
This e-book shows key areas for improvement that will keep your customers satisfied and improve their perceptions of interactive voice response systems (IVRs).
Report
Channel preferences of the future: Emerging trends among customers
Lisa Schulte | February 3, 2018
From mobile apps to online chat, utilities are finding new ways to connect with and serve their customers. This e-book explores which communication channels customers prefer today and makes some predictions about which channels you can expect customers to use more in the future.
Report
How to Improve Your Customer Experience on the Utility IVR: An Excerpt from the E Source IVR Review Results
Sarah Hutson, Haley Kaiser | August 2, 2016
This excerpt from our graphical ebook highlights key areas for improving utility IVRs from the E Source Review of North American Electric and Gas Company IVRs: 2016.
Report
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 Omnichannel Strategy Development
November 21, 2014
Learn more about E Source Omnichannel Strategy Development, a component of E Source Consulting Solutions.
E Source IVR Redesign
September 3, 2014
Learn more about the E Source IVR Redesign, a component of E Source Consulting Solutions.
E Source customer experience glossary
Jeffrey Daigle, Eryc Eyl, Keenan Samuelson | January 26, 2021
This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We'll continue to make updates, and we encourage you to send us your definitions. We're all better off when we're speaking the same language!
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