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Welcome to iTeres' Media Center & Information exchange
Welcome to iTeres' Media Center & Information exchange
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Common Sense Energy Policy for the United States
With November fast approaching I decided to put down two proposals for changes to energy policy that actually will work. Not a list of pie in the sky renewable utopia concepts that have no chance of ever impacting the energy … Continue reading
How expensive is a new CSR?
Contact centers have a lot of daily challenges and high on the list is hiring, training and retaining a consistently high-performing organization of customer service agents (CSRs). The technology solutions and procedures chosen to enable, track, and manage the contact … Continue reading
Posted in Contact Centers
Tagged Better Letter, call center, contact center, CSR training
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3 Key Barriers in seeking to improve call center operations
The absence of relevant metrics and process documentation can lead to call center managers and operators being lulled into a false sense of security. Call centers routinely collect data on “average” performance, such as average handle time, average speed of … Continue reading
Posted in Contact Centers, Utilities
Tagged Better Letter, call center, contact center, metrics, optimization
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Hidden time thieves in your call center
Is it the complex telephony infrastructure? Are your IVR menus too complicated? Too many levels? Is the skill based routing off? Hunt groups are setup wrong? Possibly, but these issues jump off the page and if your call center was … Continue reading
Posted in Contact Centers
Tagged Better Letter, call center, contact center, optimization
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What will drive Demand Response adoption
I just finished reading a good article by Kate Rowland at Intelligent Utility about the future of Demand Response 2.0. Most agree that it is one of the keys to a smarter grid, but how to engage customers and drive … Continue reading
Posted in Demand Response, Smart Grid, Strategy
Tagged Demand Response, smart grid, utilities
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Texas winter storms 2011 rolling blackouts, are the energy companies to blame?
by Adam Cox Where was Smart Grid and why didn’t it help? Well now the rubber has really met the road. For the past 24 months consumers have been hearing about Smart Grid, Sustainable Communities, Energy Conservation, etc…and … Continue reading
Posted in Smart Grid, Strategy
Tagged blackouts, Demand Response, smart grid, utilities
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I saw the weather forecast, did you?
By Stephen Daniels Why didn’t my utility see this coming? I saw the news. “Winter Blast 2011″… “Lay in heavy supplies, this one is going to be a bear”…”Colder in Dallas than it is in Anchorage today”. So, I prepared. … Continue reading
Posted in Demand Response, Smart Grid
Tagged blackouts, Demand Response, smart grid, utilities
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Smart Meter deployment creates consumer concerns
Smart Grid and smart meters hold the promise of long term consumption management and reduction but how reliable is the new technology? Recently consumers in California have contended that the new meters do not capture consumption at the same rate … Continue reading
Why put an IHD in the home?
This question has been floating around for a while now and with the grant release recently it seems like a good time to address this issue. Couple of interesting facts about smart phones and the market forecast for adoption: 1. … Continue reading
Smart Grid…where do you start?
In discussions with various utilities and listening to other vendors providing both products and services over the past couple of years I hear a common question, “how do we get started?” Smart Grid creates a unique challenge, mainly based on … Continue reading
