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

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

Published Date: August 2006

Published By: IDC

Page Count: 38

Order Code: R104-27649

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Description

Table of Contents

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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

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