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Connecting with Customers Featured Artic 2008 P1
Keeping the lights on: Technology speeds service restoration
Some advanced metering systems offer up "last-gasp" messages, where the meters, which are connected to the utility via some sort of communications network, send in their own outage reports. Some are configured in such a way that utility engineers can "ping" the meter to see if it's energized. Whatever your system does, using advanced metering to correct outages faster will impact customer satisfaction.
Help yourself: Learn what customers think about self-service tools
Customer use of self-service options is on the rise, but increased use of self-service doesn't mean increased customer satisfaction, new research has found. So which self-service tools do utility customers like and dislike, and which should your utility offer?
Your collection calls: Is it time to automate them?
Given the rising number of shut-offs as the economy gets worse, now might be a good time for utilities to review collection processes. Many have done so in recent times, and some are finding automation to be an effective tool for keeping dollars coming in the door cost-effectively.
Service shift: Today's concerns demand new partnership with customers
Utilities may be in the business of selling gas, water and electrons, but many experts think environmental concerns and capacity constraints are prompting utilities to push "sales" in a different direction, namely conservation. Since conservation can't succeed without the help of consumers, utilities have a huge educational job ahead.
Home-based CSRs reap savings and satisfaction for utility call centers
Work-from-home programs for CSRs can yield benefits for employees and utilities. Contributing writer Betsy Loeff explains how two utilities set up their programs and what benefits they saw as a result.
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?
Information Age: How customer interactions with electric utilities will change
Advanced metering, home automation, energy-education devices, and new electricity pricing schemes will change how utilities interact with customers.
Canadian utilities cultivate a 'conservation culture'
If you're looking for role model utilities that know how to sell "green" living, look north to Ontario, Canada. There, utilities have full-throttle campaigns under way to support a "conservation culture" among electricity consumers.
How your customers will plug in to the "smart grid"
It isn't only the electric grid that policymakers hope to make "smarter" in the near future. There are changes ahead for electric utility customers.
What works when you're marketing 'green' energy?
A quick primer in social psychology could help your utility effectively market new products and services to customers.
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