Key Findings from the 2019 E Source Contact Center Performance Survey

July 23, 2019, 2:30 to 3:15 p.m. ET

Join us as we present the results of the 2019 E Source Contact Center Performance survey. During this web conference, we’ll share high-level findings and data on contact center operations, agent staffings, channel interactions, key performance indicators (KPIs), quality assurance, and agent training.

You’ll learn:

Which KPIs other utilities track
Average speed of answer and average handle time among participating utilities
Utility contact center operating hours

Speakers:

Laura Ruff Agard, Senior Analyst, Market Research, E Source
Lisa Schulte, Analyst, Customer Experience, E Source

For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

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Who Should Attend? Members of the E Source Customer Care Service and any utility that participated in the 2019 E Source Contact Center Performance Survey.

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