White Papers

  • Feb 16, 2004 | Wipro Technologies
    The utility industry is going through turbulent times. The industry has undergone a number of regulatory as well as structural changes in the last few years. In some economies such as the US, UK and other parts of Europe, the pace of deregulation had been faster than others, which has forced...
  • Jan 25, 2004 | Telecorp Products Inc
    Excerpt: Customer satisfaction is, as never before, the center of attention for most profit-oriented organizations. The increasingly competitive and fast-paced global business environment is ruled by the needs of the customer. Spurred by new technologies, which enable even the most...
  • Jan 25, 2004 | Telecorp Products Inc
    Excerpt: Contact center staff must be well organized. They must be motivated to perform. Therefore, recruiting, hiring, educating and retaining staff, of the highest caliber, is one of the top 2 challenges recognized and faced by call center managers, worldwide. Latest figures show that as much...
  • Jan 14, 2004 | Itron
    The California Energy Commission (CEC) contracted with Itron (formerly RER) to implement a statewide effort to collect data from buildings in the commercial business sector. This effort involves on-site surveys of 2,800 commercial facilities. The data collected include detailed information...
  • Jan 07, 2004 | Regulus
    The USPS mail tracking and reporting service, Confirm®, has hit business billers by storm. But it's much more than simply knowing "the check is in the mail." Learn how Regulus helps their utility clients transform mail into actionable data that enables better business decisions, alleviates...
  • Dec 08, 2003 | Peace Software, Inc.
    The North American utility industry is facing unprecedented challenges. Burdened by risk and uncertainty and faced by stalled market liberalization, new regulatory obligations, failed business ventures, and untenable debt loads, energy companies have been forced to go back to basics and develop...
  • Nov 24, 2003 | EPRI
    Epri's study, which was performed during a three-week period immediately following the outage, is not intended to be a root cause of analysis. The White Paper suggests that while there may have been specific operational, maintenance and performance issues that contributed to the outage, a...
  • Oct 30, 2003 | Syntegra
    At the heart of most customer centred strategies is the recognition that not all customers are created equal. Different segments or groups have different needs, wants and lifestyles. The treatment, proposition and the cost of service should be adapted to respond to this. Within this...
  • Oct 06, 2003 | Siebel Systems
    An automated scheduling system can significantly reduce labor and other service delivery costs while affording all the key benefits of an exemplary customer service program. Scheduling systems facilitate this through more efficient management and utilization of resources.
  • Oct 06, 2003 | Siebel Systems
    Today’s organizations increasingly seek to drive corporate performance by maximizing the value of their customer relationships. Technology is a key component of any customer-focused strategy. Beyond technology, however, many companies fail to appreciate the importance of developing specific,...