Moving Past Self-Centered Support News & Analysis 4/1/1999 Post a comment It's a great idea to offer on-line knowledge bases and trouble ticketing so customers can solve their own problems from your Web site. But these options are no longer enough. Here's how and why live service is becoming a viable option with on-line support.
Utility Call Centers: Gaining a Competitive Edge News & Analysis 4/1/1999 Post a comment Whether dealing with power outages or billing complaints, call centers in the utility industry must stay up-to-date on the latest trends when it comes to customer service. Deregulation now gives customers a choice of service. The calls centers we talked to are implementing the latest in call center technology and excellent customer service strategies to keep customers from changing service providers.