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Customer Care Series Overview

Chartwell’s Customer Care Research Series provides strategic business intelligence that helps you implement cost-effective customer service strategies, management practices and technologies.

Issues are addressed through case studies, interviews and analysis on customer satisfaction, call centers and emerging contact channels, outage and crisis communications, customer self service, billing and payment, customer information systems (CIS) and other customer service issues.

The series addresses several important topics including:

•  Web-based customer service, interactive voice response and speech recognition, outbound calling, and proactive customer service
•  Customer satisfaction and the methodology utilities deploy to better serve and meet the needs of customers
•  Customer contact channels and issues, including FCR, front-line metrics and communicating with customers during outages and crisis situations
•  Bill presentment and payment innovations and channels, including electronic bill communication and the move to paperless transactions
•  Low-income customer services and programs
•  Credit and collections

Methodology

Chartwell researchers conduct extensive quantitative and qualitative research including interviews with hundreds of energy professionals.

Outputs include case studies, research reports and periodicals that keep series members up-to-date on utility customer initiatives, CIS activities, Web-based innovations, vendor announcements and other developments.

Our large-scale annual data collection process entails interviewing more than 100 utility professionals.

The Series includes an industry overview, survey data and utility company data including contact information.

Recent Reports

    •  Outage Web sites     •  Energy Assistance for Low-Income Customers – Promoting Awareness
    •  Budget Billing     •  Chartwell's Guide to Bill Presentment and Payment 2008
    •  Call Center Customer Service     •  Card Payments - Supplement to Chartwell's Guide to Bill Presentment and Payment 2008
    •  Energy Assistance for Low-Income Customers – Programs and Services     •  The Best of Customer Service and Marketing
    •  Credit & Collections     •  The Chartwell Report on IVR Applications and Speech Technologies 2008
    •  CSR training and development remains high priority     •  Outage Communications: Analysis & Case Studies
    •  More customers "at risk" for non-payment

Series PLUS: Webinars

Receive all of the benefits of a series membership along with one phone line and Web logon per Webinar (approximately 48 during the calendar year) for over 75% off the regular Webinar rate. If you are unable to attend one of the Webinars, you may request a copy of the recording for no extra fee.

See what topics we're covering in our upcoming Webinars.

Contact

For information about Chartwell’s Customer Care Research Series, contact:
Kristy Dickens
Director of Business Development
404.237.9099 ext. 25
kdickens@chartwellinc.com