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“Better safe than sorry” has never meant more than it does when you’re working with dangerous equipment and materials. For a lot of utility workers, that’s a daily occurrence. Fortunately, these workers have personal protective equipment (PPE) on their...

While we’re all familiar with the most commonly cited ramifications of COVID-19, one that flies under the radar is the increased consumption of energy. As lock-down regulations swept the country, requiring people to spend more time at home, utilities...

When utility employees go to work every day, they know what they’ve signed up for. It’s a physical job, with tangible achievements at the end of the day. It can also be a dangerous job, especially when electricity is...

In most jobs, the occupational hazards are completely within the employee’s control. Those tasked with lifting heavy objects can wear a back brace or practice proper form. People who spend hours at a keyboard can take periodic breaks and...

By now, the rapid aging of the current utility infrastructure in the United States is well-documented. Many have questioned the long-term operability of critical infrastructure mainstays like the power grid, noting how much of it has reached or exceeded...

A customer’s journey encompasses much more than the exchange of money for goods or services. It’s about filling needs, solving problems, and completing tasks. But the reality is that each customer’s journey is subject to hiccups along the way....

What are two things that heavy machinery like bucket trucks, digger derricks, excavators, and cranes have in common? They’re all expensive, and utility companies use them in the field to keep their systems running properly. Proper maintenance increases the...

These days, customer service is much more of an art than a science. Good customer service requires the agent to possess a variety of personality traits and skills. Some of those include friendliness and empathy. But what is the...

For thousands of years, domesticated dogs have essentially been members of the family, providing unconditional love and companionship like no other animal. Despite the historical significance of “man’s best friend,” dog behavior isn’t always predictable. Unfortunately, many utility workers...

Predictions around customer experience (“CX”) technology spending are soaring. In fact, International Data Corporation has already said it expects spending in this space to reach $641 billion this year. So, why the push from the s0-called CX movement? Because...