White Papers

  • Aug 13, 2003 | Rockwell FirstPoint Contact
    We’ve all heard stories about bad experiences with customer contact centers – long wait times, poor delivery capabilities, and extended periods of time spent holding while agents search for relevant information. However, contrary to popular thinking, this is not a contact center issue, this is...
  • Aug 13, 2003 | Rockwell FirstPoint Contact
    The ability to provide consistent and personalized customer service is becoming a monumental task for contact centers. The vast majority of these contact centers accept and route customer calls to the first available agent.
  • Aug 13, 2003 | Rockwell FirstPoint Contact
    The ability for contact centers to provide quick service is one of the main drivers that influence customer satisfaction. Unfortunately, factors such as understaffing or unexpected high call volumes can hinder the contact center from meeting these goals.
  • Aug 13, 2003 | Princeton eCom Corporation
    Deregulation might offer utility customers the potential for cost savings, but it also creates a series of billing, communications, and Customer Relationship Management challenges for utility companies.
  • Aug 13, 2003 | Peace Software, Inc.
    'Retail' has become a dirty word in the North American energy industry. The industry is rife with stories about the rise and fall of energy retailers in gas and electricity markets that have opened to retail competition.
  • Aug 13, 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...
  • Aug 13, 2003 | Peace Software, Inc.
    The concept that the customer is the asset in a competitive energy market is not always well understood. However, this concept is fundamental to successful energy retailing and of critical importance to regulated utilities preparing for competition.
  • Aug 12, 2003 | ORCOM
    Utility industry deregulation and restructuring have created a fundamental shift in the energy industry. Today’s competitive utility is no longer simply a pipes- and-wires organization. Utility executives recognize that their companies must be transformed from an operations shop into a...
  • Aug 12, 2003 | ORCOM
    The voice on the phone is your organization’s first ambassador to your customers. That phone presence needs to be friendly, knowledgeable and professional. Most of all, customers must be confident that they will receive accurate information.
  • Aug 12, 2003 | ORCOM
    THE TRUSTED NAME INOUTSOURCED CUSTOMER CARE AND BILLING FOR UTILITIES — Research analysts are heralding the outsourcing of services like billing and customer care as a critical path to greater profitability in today’s uncertain utility market. Outsourcing offers a cost-effective alternative...