ATLANTA, Dec. 14, 2004 (PRIMEZONE) -- Staffing levels and training are among the top customer care challenges utility contact center leaders face, according to Chartwell's latest survey on customer care. But there are tips and tricks utilities can use to create a positive work environment that extends to the successful delivery of high-quality customer service. Customer contact leaders at top utilities provide insight into their best practices in Chartwell's latest report, Staffing, Educating and Motivating Customer Service Representatives.
For example, beginning with the hiring process, utilities must strive to find not only qualified, but diverse and motivated candidates. Offering continuing education internally, and even through external sources, allows these employees to thrive in the fast-paced and continually evolving environment.
Staffing, Educating and Motivating Customer Service Representatives consists of three utility case studies, each offering best practices around managing individual representatives and the overall call center environment. An industry analysis featuring interviews with customer care experts provides insight on all aspects of these crucial employees, from staffing and developing to retaining quality personnel.
Staffing, Educating and Motivating Customer Service Representatives is available to non-Chartwell members for $350. The report is included in Chartwell's Premier and Customer Care Research Series memberships. For information regarding the Customer Care Research Series or Chartwell's Premier membership, call Bill Grist at (404) 237-9099 or (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.
Recently released reports include:
-- Automated Outbound Communications: Notification,
Courtesy Calls and Other Proactive Measures;
-- Key and Managed Account Programs 2004;
-- Managing Customer Service E-mails;
-- Benchmarks in Utility Call Center and Customer
Service Performance; and
-- Customer Satisfaction in the Utility Industry.
You can purchase and download these reports at www.energylibrary.com.
About Chartwell Inc.
Chartwell Inc. seeks to provide a better understanding of technologies, issues and management practices in the utility and retail energy services industry through best practices case studies and quantitative research.