Rappahannock Electric Cooperative (REC) is not un-similar to other cooperatives throughout the country. As a member-owned utility, governed by an elected board of directors, resources can be highly restrictive. When …
Purchasing a battery electric vehicle (BEV) is a large commitment. The buy-in isn’t just mileage, how large the engine is, or what color the interior is. No, going electric involves …
Measuring CSAT is difficult. For decades businesses have quantified phone surveys, online reviews, and snail-mail questionnaires that ask the same, similar question: “how would you rate your experience?” Surveys like …
For utilities, CSAT scores can equate to profits. In a study conducted by Fettig/Whirlpool Fellow at Kelley, they found that for the average utility, a one-unit point increase on the …
Collection departments historically experience an ebb and flow throughout the year. Pre-pandemic, these departments could prepare for oncoming seasonal spikes – and typically that meant hiring third-party agencies to manage …
Since the start of the pandemic, businesses have reported seeing spikes of nearly 300% in call center activity compared to their previous business-as-usual environment. To manage the increase in calls, …
The Census Bureau reported that after the start of the pandemic over 37 million US citizens were living below the poverty line. Currently, according to NEADA, more than 20 million …
It may seem cliche, but the phrase “the more you know” is absolutely true when it comes to your customers. Because the more you know about your customers, the more …
Cities across the world are realizing the impacts of battery powered electric buses. On an environmental level, replacing one diesel bus with an electric one, can reduce greenhouse gas emissions …
CSAT scores are likely to take a hit this summer as utilities brace for hotter temperatures, droughts, and wild weather across the country. And, let’s not forget about inflation causing …