Utilities filed their reports to the North American Electric Reliability Council (NERC), an industry group based in Princeton, N.J. A summary of the June 30 reports is not yet available.
Utilities issuing public statements that they had completed their work include the Dairyland Power Cooperative in La Crosse, Wis.; Orange & Rockland Utilities in Pearl River, NY; Baltimore Gas & Electric; Indianapolis Power & Light; OG&E Services in Oklahoma City, OK; and the New York Power Authority. The most recent NERC report states that, as of March 30, the industry had completed 75% of its year 2000 remediation and testing, but NERC noted that some utilities would not be able to schedule power plants for testing until a routine shutdown for maintenance later this year, and that some vendors would not have brought their products into compliance until after June 30.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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