Bridging the Customer Contact Gap: Utilities and Management of Customer Contacts:

Bridging the Customer Contact Gap: Utilities and Management of Customer Contacts

Product Type: Market Research Report
Published by: IDC
Published: August 2006
Product Code: R104-27649

Description

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.

Table of Contents

Table of Contents
Energy Insights Opinion
Executive Summary
The Main Points
Introduction and Method
Management of customer contacts
Method
In-depth interviews
Table: Responding Firms in Alphabetical Order
Table: Respondents' Job Titles in Alphabetical Order
Industry Trends
Characteristics of Advanced Companies
Barriers to Implementation
Management of Customer Contact Metrics
Conclusions
Advances may require a new utility/regulator interface
Information flow to regulators could be improved
Integration involves changing metrics
Notes
Appendix: Interview Discussion Guides
Topic Guide ? Call Center Managers
Introduction
Organization/Respondent Information
General Trends
Technology Awareness and Implementation
Data Integration
Outsourcing
Other Issues
Future Plans
Topic Guide ? Industry Experts
Introduction
Organization/Respondent Information
General Trends
Technology Awareness and Implementation
Data Integration
Outsourcing
Other Issues
Topic Guide ? Technology/Software Vendors
Introduction
Organization/Respondent Information
General Trends
Technology Awareness and Implementation
Data Integration
Other Issues
Synopsis

Ordering and More Information

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