ATLANTA, Aug. 19, 2004 (PRIMEZONE) -- Creating certain processes in order to manage customer-generated e-mail effectively and efficiently is a key to contact center success, according to Chartwell's latest report, Managing Customer Service E-mail in the Utility Industry.
As the popularity of the Internet continues to grow, utilities need to prepare for the potential increase in e-mail as a customer service contact channel. Although e-mail is not presently competing with the volume of telephone calls, the channel is experiencing slow but steady growth, Chartwell found.
With the emphasis on customer satisfaction and efficiency, utilities must promptly respond to customers' e-mails. Directly answering the customer service inquiry and personalizing responses are all factors to be considered by utilities when creating a system or program for managing e-mail.
Chartwell's Managing Customer Service E-mail in the Utility Industry reports that another aspect of properly handling e-mail is designating specific, trained employees to handle this communications channel. The report contains case studies and expert advice on how to move employees into this role.
Managing Customer Service E-mail in the Utility Industry 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 (404) 237-9099, or call (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.
Recent reports in this Series include:
-- Using Incentives to Move Customers to Self- Service Options:
Internet and Bill Payment Methods
-- Benchmarks in Utility Call Center and Customer Service
Performance;
-- Customer Satisfaction in the Utility Industry; and
-- Speech-Enabled Customer Service Applications.
Chartwell Inc. seeks to provide a better understanding of technologies, issues and management practices in the utility and retail energy services industry. Chartwell provides executives and managers in the utility and retail energy business up-to-date, unbiased information on the issues facing them as they strive to meet the demands of a rapidly changing industry. Chartwell prides itself on: Independence, Integrity and Insight.
Company Website: http://www.chartwellinc.com