For more than a century, utilities have been primarily viewed as vendors of a commodity: energy. Today, with increasing competition for residential utility customers, the challenge is to help consumers understand that their local utility can be much more: a trusted...
The energy industry is transforming from the bottom up, and consumers expect personalized recommendations that echoes their experiences with companies such as Netflix and Amazon.
Call center turnover rates can be two or three times that of other industries, meaning a third to nearly half of your inbound and outbound call agents are in training. This can have an impact not only on your bottom line, but also consumer satisfaction. At HomeServe,...
Utilities put significant investment in energy efficiency programs, but only 40 percent of consumers participate in energy efficiency opportunities that would reduce their bill, even if they are struggling to pay their bills. Despite the sensibility of participating...
By 2025, Millennials will make up to 75 percent of the workforce, as the next largest generation, the Baby Boomers, retire in droves. This means their buying power will only increase in the next decade – Millennials are spending more than $65 billion each year and...
Call centers are generally viewed as revolving doors, with turnover rates of between 30 and 45% versus 15% for all other industries. The work can be difficult, high volume, high stress, and lower paying, so high turnover is understandable but also problematic. In...
With the energy industry in the midst of an evolution, utilities are more clearly understanding the need for transformation from a role of commodity supplier to “ratepayers” to a trusted advisor on a range of energy issues to a more and more sophisticated and...
Nearly one-third of households report that it is a strain to pay energy bills and that they often choose electricity over food or medical bills. Despite having to make these difficult decisions each month, only 40% of consumers participate fully in energy...
While utility customers are still looking for value for their energy dollar, today’s utilities must look beyond simply supplying a commodity in order to solidify customer relationships and increase satisfaction. Specifically, there is a growing percentage of new...
Investor-owned utilities (IOUs), particularly electric utilities, operate in an environment today that is far different from the past, even just five years ago, and the only certainty is more change is on the way. A myriad of factors are shaping the industry today –...
For more than a century, utilities have been primarily viewed as vendors of a commodity: energy. Today, with increasing competition for residential utility customers, the challenge is to help consumers understand that their local utility can be much more: a trusted...
Energy providers must look beyond simply supplying a commodity in an industry that is undergoing rapid and unprecedented change. A growing percentage of decision makers, including millennials, are budget conscious, environmentally and socially aware, utilize social...
Call center turnover rates can be two or three times that of other industries, meaning a third to nearly half of your inbound and outbound call agents are in training. This can have an impact not only on your bottom line, but also consumer satisfaction. At HomeServe,...
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