Customer Service: Utility Automation T&D- Electric Light & Power

Twenty First Century Communications Joins Utilities on Storm Response Solution
The new system helps utilities respond more quickly to customers who lose power. Read More >

Progress Energy, Salt River Project take top honors in Chartwell's 2008 customer service awards
Utilities Salt River Project and Progress Energy were recognized for their customer relations efforts and won Chartwell's Best Practices Awards in Customer Service and Marketing during EMACS 2008. Read More >

Effective tips for dealing with emotional utility customers
Every utility company customer service representative deals with customers who are upset, but there are effective techniques that CSRs can employ to show these difficult customers respect and create solutions to their problems. Read More >

Nicor Services' call center recognized for customer service by J.D. Power and Associates
Nicor Services' call center has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program. Read More >

Study aims to raise call center quality from "Yikes!" to "Wow!"
Results of a "mystery shopper" survey of utility call center practices reveal some surprising -- and alarming -- info. Are your call center reps engaging customers, or chasing them off? Read More >

Study: Utility companies fared well for an internal agreement of contact center measurement
Genesys Labs study indicates that utility companies fared well for an internal agreement of contact center measurement. Read More >

Report: Staffing and training initiatives increase in spite of self-service technology advances
Despite the push for customers to use self-service avenues, a Chartwell report shows full-time equivalent staffing in utility contact centers grew about 15 percent between 2003 and 2007 to offset the rise in call volumes. Read More >

Advanced metering means advanced customer care for water utilities
Meter-reading upgrades can be just as much a customer-service project as a metering one. Find out in this article how advanced metering can improve customer relationships. Read More >

How advanced metering impacts a call center
They may be far removed from the meter shop, but call-center representatives will feel it -- in a positive way -- when a utility deploys advanced metering infrastructure. Read More >

Nice call: Why utilities are outsourcing customer contact functions
Utility outsourcing is on the rise, and there are plenty of reasons why this is so. Read More >

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