A webinar to explore the building blocks required for smart, customer-centric field operations in the UK utilities industry, including discussion of ideal operating models, necessary skill sets and the role of digital transformation.
How has the pandemic catalysed change in field worker experience and field force management? Utility Week explores the experiences and ambitions of energy and water industry leaders in this new report.
The Institute of Customer Service has called for greater protection for consumer-facing staff to protect them from rising abuse and hostility with a campaign to create a standalone offence against abusing staff. Thames Water and Wales & West Utilities explain why they are supporting the campaign.
Utilities have been named as key workers, yet some crews are still facing questions from the public about why they are continuing to operate in public. This has led to calls for more visibility of the important role the sector is playing in keeping lifeline services running.
First Direct's customer director shared the company's three secrets to keeping customers happy - which have seen it consistently named as the top UK firm for satisfaction - and how these can be used by utilities.
Toto Energy's operations director Tom Nicholas says the company has been "reset" after issues concerning customer complaints led to the company shedding thousands of customers last year. The company has now taken on the majority of Solarplicity's customers.