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The Journal: Utilities

Insight and commentary based on 28 years experience in the gritty reality of doing.

What is avoidable contact and how do you implement it correctly?

24 Jan 2018

Posted In Contact Centres, Utilities, Financial services, Water, Engage & Improve, Customer Service

In a previous blog, we looked at the subject of ‘first contact resolution’ in contact centres. In this blog, we are looking at whether ‘contact’ is always the best option for a transaction, and..
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Field Worker Challenges: A day in the life of a field operator

21 Sep 2017

Posted In Utilities

We have previously exploredthe top challenges within field operations for operational leaders and how to solve them, however, in order to get to the root of the productivity issues, it is crucial to..
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The high threat of consumer switching in the UK water retail market

18 Sep 2017

Posted In Utilities, Water, Customer Service

In an ever more competitive market, customer service will be the primary driver for consumers potentially switching suppliers, according to an article published in Utility Week this month.
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Guide: Empower Field Operations Teams to Identify + Deliver  Improvements

01 Jun 2017

Posted In Utilities

We previously examined how to achieve productivity improvements for Field Operations, which emphasised the steps that management should take to transform the field operations process. However, it is..
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The Us-versus-Them Mentality; The 3 Main Causes of Poor Field Team Productivity

10 Apr 2017

Posted In Utilities

Several factors in the Field Operations of many utility organisations directly affect field team productivity. An inability to complete jobs efficiently or achieve targets often results in..
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Field Operations Leaders: Top Challenges and How to Solve Them

23 Mar 2017

Posted In Utilities

It goes without saying that operational leaders working within today’s competitive environment are challenged every day with an abundance of internal and external pressures. They strive to maintain a..
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How to Achieve Productivity Improvements for Field Operations

15 Mar 2017

Posted In Utilities

Optimising field service productivity continues to be a key challenge within Field Operations. With continuing pressure to reduce operating expenses and achieve increased customer satisfaction..
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The Importance of Planning in Field...

03 Mar 2017

Posted In Utilities

In the modern Utility sector, demand for field services has continued to rise consistently over time, leading to increasing cost pressures and more intense workloads. The demand from both regulators..
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Key Components for Improving Field Operations Processes in Utilities

27 Feb 2017

Posted In Utilities

Field Operations processes are a central component of every Utility organisation’s value chains, and their efficiency has never been of greater significance than it is now. The composite challenge of..
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Why are Productivity Improvements for Field Operations a Major Challenge?

15 Feb 2017

Posted In Utilities

It goes without saying that field operations extensively contribute to the structure of Utilities Organisations, yet why do they continue to be a weak link?
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