We explored current and emerging trends in customer contact management by interviewing fifteen customer contact professionals from three groups: utility call center managers, industry experts, and technology/software venders. We found that whether the marketplace is regulated or competitive, many customer contact management experts believe that managing customer relationships is an essential piece of a successful utilities business plan ? and that utilities must deal with a number of specific barriers and industry trends.

This report summarizes their views and assesses themes that emerge regarding new technology, management practices, customer-driven metrics, and the state of the art inside and outside the utility industry.