How to Make “Cloud First” work for Government Agencies

There continues to be challenges with budget constraints and legacy systems in all levels of government. Consolidation efforts are increasing, as are the requests to share services with other agencies to increase efficiency. The rising demand from citizens for enhancements like self-service continues to be a driving force for change as well. These requests may be familiar to you as you look to the cloud to create a more citizen-centric communication environment. What criteria should you look for in a new communication solution?

Moving to the cloud for call center communications gives increased flexibility and faster deployment time making [...]

Mechele Herres

Mechele Herres

My role at Interactive Intelligence is focused on the Utilities Vertical as a Marketing Solutions Manager, a role I began at the end of November 2011. My career has spanned roles in marketing, sales, sales training, and product development as well as management. I gained experience in the Utilities space from working at Columbia Gas and Time Warner Cable Business Class. Additionally, my time spent at IBM and Cardinal Health rounds out my knowledge base with other industry experience. When not at work I enjoy hanging out with family and friends, reading, gardening, beading, knitting, and doing just about anything creative.

Tips to Deal with the Aging Workforce in Utilities

The utility industry’s workforce is aging and this poses a huge risk in the coming years. Experience, understanding and know-how built up over decades resides with employees who’ve worked at a single utility company for most or their entire career. These employees are human knowledge banks, and as they retire, their loss leaves a gaping hole known as “brain drain.”

Utilities everywhere face the same issue – and many have failed to recruit new talent to replace their aging workforce. Approximately 60% of the utility industry workforce across the globe is over the age of 40 and many will retire [...]

Mechele Herres

Mechele Herres

My role at Interactive Intelligence is focused on the Utilities Vertical as a Marketing Solutions Manager, a role I began at the end of November 2011. My career has spanned roles in marketing, sales, sales training, and product development as well as management. I gained experience in the Utilities space from working at Columbia Gas and Time Warner Cable Business Class. Additionally, my time spent at IBM and Cardinal Health rounds out my knowledge base with other industry experience. When not at work I enjoy hanging out with family and friends, reading, gardening, beading, knitting, and doing just about anything creative.

9 Best Practices for Utilities Deploying Mobile Apps

How important is mobility to your utility customers? Today, customers expect convenience, customization and self-service – wherever and whenever! Expectations have been set by other industries that this ease of access translates to mobile access. This will continue to be a market force in the utility industry that will challenge those without apps to deploy them – and those with apps to keep improving them.

As an IT Manager at a utility, your objectives are many. In addition to improving the customer experience, you are also being tasked with building and maintaining theses mobile apps in a way that allows [...]

Mechele Herres

Mechele Herres

My role at Interactive Intelligence is focused on the Utilities Vertical as a Marketing Solutions Manager, a role I began at the end of November 2011. My career has spanned roles in marketing, sales, sales training, and product development as well as management. I gained experience in the Utilities space from working at Columbia Gas and Time Warner Cable Business Class. Additionally, my time spent at IBM and Cardinal Health rounds out my knowledge base with other industry experience. When not at work I enjoy hanging out with family and friends, reading, gardening, beading, knitting, and doing just about anything creative.

Your Utility Outage Communications Plan: Time to Take a Second Look?

For those of you responsible for utility outage communications, I ask you this: how confident are you in your ability to communicate with customers should such a crisis occur?

With a growing body of evidence suggesting that storms will worsen – and in light of the recent devastation caused by hurricane Sandy – the time is ripe to re-evaluate your outage communications plan.

And if you’re still in doubt, one only needs to point to the fall-out from Sandy when utility companies such as Long Island Power Authority were not prepared. So don’t be left in the dark or worse [...]

Mechele Herres

Mechele Herres

My role at Interactive Intelligence is focused on the Utilities Vertical as a Marketing Solutions Manager, a role I began at the end of November 2011. My career has spanned roles in marketing, sales, sales training, and product development as well as management. I gained experience in the Utilities space from working at Columbia Gas and Time Warner Cable Business Class. Additionally, my time spent at IBM and Cardinal Health rounds out my knowledge base with other industry experience. When not at work I enjoy hanging out with family and friends, reading, gardening, beading, knitting, and doing just about anything creative.