Customer Service

Faced with the challenges of developing a long-term strategy for profitable growth and engaging his organization to make the strategy happen, Mike Chesser, CEO of Great Plains Energy (GPE), and his COO, Bill Downey, began with a set of beliefs to guide the strategy development effort.
Customer Service

For some, the first days of spring bring thoughts of summer warmth and relaxation. But, for those in the energy industry, the onset of warm weather means it’s time to plan for spikes in usage and other energy management challenges.
Customer Service

A fundamental component of the utility company business model-large customer phone call volume-creates opportunities to improve customer satisfaction levels while introducing new revenue streams. With call centers in place as the primary entry point for establishing gas and electricity service, each utility company generates, depending on its market size, hundreds of thousands, if not millions, of phone calls each year. How best to tap that sales channel, however, is not always obvious.
Customer Service

The Southern California Edison (SCE) Board of Directors has elected Bill Bryan vice president of the major customer division of the utility's customer service business unit.