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 –...
Natural gas utilities in the US are in the midst of perhaps the most exciting and challenging time in their long history. Although natural gas prices are low and seemingly stable, geographic sources of natural gas have changed and electric utilities are using...
The effects of an economic shock, such as an unexpected home or car repair or a sudden loss of income, can be devastating to homeowners on a fixed income, and the United Nations estimates 40 million Americans are living in poverty. Among those, 18.5 million are living...
A presentation given at the 2015 HomeServe Leadership Summit, including metrics from customers and how HomeServe can help alleviate their home emergencies.
The one predictable thing about the energy industry is that it’s unpredictable. The industry has seen more change over the past decade than in the previous half century. Among the most prevalent energy trends are increased U.S. gas and oil production and affordability...
Everyone has been a victim of bad customer service at some point in their life and, unfortunately, a bad experience is usually more memorable than a great one. As the call center is often the first or only interaction a customer will have with a business, the...
Emergency home repairs are an unfortunate reality of homeownership. In the past 12 months, about one in two homeowners have reported a breadown in their homes. A recent survey found more homeowners are less prepared for an emergency than they were for our last survey,...
Since Christmas Day, the Rettinger family has not been thinking about home repair – in fact, it’s been the last thing on their minds. Since husband and father Dave went to the hospital with stomach pains on Christmas, only to subsequently find out that he faces stage...
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