The perks of being a member
When you’re a member of the E Source Contact Center Optimization Service, you’ll get the support and resources you need to ensure that your contact center and customer service operations exceed expectations. With the service, you get:
- Insight on how utilities are approaching contact center operations along with comparative data that will give you a better understanding of staffing, metrics, and channel usage
- Guidance on transforming your contact center into a customer experience (CX) center, including help getting organizational buy-in as well as strategies to train and retain successful customer service representatives (CSRs)
- Access to the research and tools you need to stay ahead of emerging trends so you can make the case for changes to your front- and back-office customer support resources
Ask our experts unlimited questions
Answers from our CX experts will help you refine your customer interactions, whether in the contact center or in the field. We’ll address topics such as CSR performance and transaction metrics; revenue management; outsourcing customer service; IVR and other system enhancements; and billing, payment, and credit and collections best practices. Learn more about our Ask E Source program (PDF).
Access our library of research
You’ll gain access to our reports and thought leadership papers on industry and nonindustry trends. This research can help you create effective contact center metrics, raise your IVR containment rates, and build a contact center strategy that can keep up with your customers’ needs.
Use our exclusive contact center–related tools
Read the results from our IVR benchmark studies in the Utility IVR Design Center, where we also offer analysis of and recommendations for specific features to help your utility design a highly functional and user-friendly IVR.
Be part of our benchmark studies and other proprietary market research
Participate in our Utility IVR Industry Scan and benchmark your interactive voice response system against those of other utilities. Use the results to assess IVR improvements as they relate to customers’ needs. Measure your utility contact center operations and performance with the Contact Center Performance study, which provides valuable insight into how your organization and the industry at large are serving customers.
Attend our free contact center–focused events
Collaborate and interact with industry experts and your peers at topically relevant meetings, web conferences, utility-only peer sharing calls, and our annual E Source Forum. Recent topics include how to develop a future-forward customer contact channel strategy and how to keep up with ever-evolving customer expectations.
What our customers are saying
E Source’s extensive hands-on industry experience and insight, along with a caring consultative approach, resulted in a detailed road map of how we can strategically and operationally enhance the business customer experience in order to remain a top-performing call center. Thank you, E Source!
Deirdre Whitfield
Customer Care Center Sales and Service Manager
My daily work is made easier knowing the wealth of resources that are at my fingertips through E Source’s dedicated and knowledgeable staff. One of the main benefits is having direct access to industry experts to help answer questions and being able to poll other members when answers are not readily available.
Christie Rodriquez
IVR Coordinator
E Source has been a great consultative partner in helping us determine how to better reach and serve our business customers. The company’s insights and advice helped us reorganize our team to drive efficiencies higher and to help improve business customer satisfaction.
Kelly Enright
Director of Customer Services
Recommended contact center membership bundles
| If you want to … | Then you need … |
|---|---|
| Improve your website to drive channel containment | E Source E-Channel Service |
| Use social channels to deflect inbound calls to your contact center | E Source Corporate Communications Service |
| Drive customer-centric culture across your organization | E Source Customer Experience Strategy Service |