This survey covers various topics, including segmentation, programs and services, communications, and staffing. The purpose is to determine industry-wide trends, best practices, and drive excellence in the utility industry.
This survey covers various topics, including metrics for contact centers and IVR, CRM and CIS systems and support, as well as contact center staffing.
This survey includes questions on ETR accuracy standards and improvements, channels for reporting and updates, major event vs. blue-sky/storm strategy, collecting customer feedback, and much more.
This survey covers a variety of topics, including metrics for eBill, mobile bill, and paper bill; billing exceptions and productivity metrics; bill alerts; and more.