PG&E reduces costs, prepares for open market

Article Abstract:

Pacific Gas & Electric is moving to reduce expenditures and boost productivity in its service centers as it readies itself for growing competition in the deregulated market. The utility has seen a 75% cut in manpower after automating both its labor- and paper-intensive processes and installing a software from Davox Corp. of Wesford, MA. The Unison call center management system technology also helped enhance agent productivity twice as much, doubling an agent's call volume to 280 calls a day. The Unison technology also features several productivity tracking features that the utility is now taking advantage of, such as the automatic recording of the log out time and the number of accounts handled by the agent in a day.

Software Publishers, Electric, Gas & Water Utilities, Utilities, Applications Software Pkgs (Micro), Public utilities, Applications software, Pacific Gas and Electric Co., Davox Corp.

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Air carrier improves customer service

Article Abstract:

Airborne Express expects to enhance its customer service with the deployment of PrimeTime Skills and Prime Time Enterprise, the newest scheduling and staffing software of Blue Pumpkin. The softwares will be implemented in all of the carrier's sixteen call centers nationwide to best enable agents to answer the 200,000 calls Airborne receives daily. Since its initial contract with Blue Pumpkin, a 50-year-old worldwide provider of time-sensitive business data, Airborne has already realized 4% to 6% improvement in its service levels without having to increase the number of its agents. Airborne hopes that the upgrade will hit its target of 85% of all calls answered within 30 seconds.

Freight Transportation Arrangement, Freight Forwarders & Consolidators, Freight transportation industry, Airborne Freight Corp., Blue Pumpkin

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