Utilities

The second problem of the install journey happens on the day of the visit. Even if the small fraction of successful calls from your call centre manage to schedule an installation date and time, a locked door is enough to undo the perfect alignment of...

Take a moment to think about the most important thing you have to do today. On a weekday, the chances are it’s something to do with an impending work deadline; perhaps its conducting a job interview or performing your best at an important meeting. On...

Gregory Dunlap, VP customer operations at PSE&G, discusses the customer-orientated strategies his team have been developing to keep operations moving smoothly. Topics include online journeys, employee expectations and sustainable growth as this seasoned utilities executive reveals PSE&G’s biggest focus for the year ahead. This interview is part of the HotTopics.ht...

Herve Coureil, Chief Digital Officer at Schneider Electric, discusses the technology and innovative strategies required to keep the energy management firm ahead of the curve. This interview is part of the HotTopics.ht Beyond Technology series, powered by ContactEngine....

We are pleased to sponsor HotTopics.ht's 'Beyond Technology' series. In this episode, Stuart Hemphill, SVP of Customer and Operational Services at Southern California Edison, explains how the utilities industry is catching up with customer-centricity....

Building an Effective Churn Reduction Strategy Many of our clients have mature churn reduction strategies in place. They measure every aspect of these strategies, striving continuously to increase retention rates across their customer and subscriber base. We examine some relatively novel ideas which we believe will provide...

PRESS RELEASE May 2016 British Gas appoints ContactEngine to streamline its appointment system London -- ContactEngine, the customer communication technology leader, has announced that it has been appointed by British Gas, the UK’s largest and leading energy supplier to streamline its appointment setting, handling and communications process. ContactEngine works...