2021 Contact Center Performance study
Download the questionnaire to participate

We’re now fielding the 2021 E Source Contact Center Performance survey. Download the questionnaire to participate.

Download the questionnaire (XLSX)

The survey results will help you better understand your utility’s contact center performance in these key areas:

  • Agent staffing
  • Agent interactions by channel
  • Agent key performance indicators (KPIs)

Ready to participate? Download the questionnaire (XLSX), complete it, and email it to Laura Ruff Agard at marketresearch@esource.com. Please be as thorough as possible—every data point helps us gain a better idea of the state of the industry.

By filling out this survey, you’ll receive a summary of the results, highlighting key insights and trends. Members of the E Source Contact Center Optimization Service will also receive:

  • A comprehensive report with key findings and considerations from the survey
  • Personalized data summary upon request

Questions? Please view the study description for details on the history and methodology of this survey. And if you have questions or would like more information about the E Source Contact Center Performance survey, please contact us.

0 Communication channels Contact center Metrics Voice of the utility (VOU)