Utility Resources

Utility Articles

“Mutual Assistance and the Virtual Call Center” Susan Prather Morgan (Southeast Electric Exchange), Barb Powers (Tampa Electric) & Al Osterling (Pepco). T&D World. May 2010. (PDF).

“Customer Service 2020:  Grid upgrades spark an interactivity revolution” Various contributors.  Public Utilities Fortnightly.  April 10, 2010. Electronic link.

“Utilities Unite to Upgrade Response During Storms”. Rebecca Smith. Wall Street Journal, May 11, 2009, Available in PDF format (109K/1pp)

“MARS on Earth to Benefit Utilities and Their Customers in Times of Crisis”. Warren Causey. EnerbyBiz, March/April 2009. Available in PDF format (635k/4pp)

Utility Case Studies

Mutual Assistance for Call Centers (PDF)

Chartwell Best Practices – NPPD Uses UCS (PDF)

Chartwell Best Practices – PacifiCorp Ramps Up Proactive Outage Communications (PDF)

Utility Product Literature

High Volume Call Answering (HVCA) (PDF)

Mutual Assistance Routing System (MARS) (PDF)

Multi-Channel Interactive Collections (PDF)

Automated Customer Survey (PDF)

TFCCSearch for Database Accuracy (PDF)

TFCC Alert – Outbound Notifications for Utilities (PDF)

Outage Text Messaging (PDF)

Mobile Outage Reporting (PDF)

Outage Update (PDF)

Utility Videos

Utility Speaks Out About MARS

Twenty First Century Communications (TFCC) Debuts New Service

TFCC & MARS Make The News In Tampa, FL – Bay News9

Best Practices for Utility Outage Management

TFCC Alert – Outbound Notification System for Utilities

Creating a Virtual Call Center

Accurate Customer Contact Data Results in Savings