Interactive web site provides customer service best practices for electric, gas, telecommunications, and water companies

The Ascent Group has created new interactive web site for subscribers — www.e-csq.com.

KITE, Ga., May 10, 2001 — The Ascent Group, publisher of the Customer Service Quarterly, announces a new interactive web site for subscribers — www.e-csq.com. The site provides access to a database of customer service best practices, company profiles, vendor directories, news, recent announcements, and initiatives.

Published since 1993, CSQ is a quarterly electronic journal designed to provide customer service managers from electric, gas, telecommunications, and water industries with actionable ideas and proven enhancement techniques. The most recent issue examines broadband Internet services, utility connection services, and leveragin the power of the Internet.

Subscribers will receive four quarterly issues of the journal and gain access to the web site to:

* Search the customer service best practice database.

* Review profiles and statistics about featured companies.

* Research vendors and customer service technologies, services, and products.

* Review and download current and all past issues of CSQ.

* Review and download other customer service articles and research.

* Keep up with customer service news, announcements, and initiatives.

The issue has information designed to keep executives and managers up-to-date on customer service issues and innovations. Articles are written with the broad management perspective needed to understand how business strategies work in other customer service organizations. CSQ's in-depth interviews and original industry research provide a perspective unlike any other publication.

The most recent issue features a profile of Con Edison's Customer Communications Center. Learn how Con Edison has strengthened its "people processes" to improve customer service and agent retention.

This issue also explores other ways to leverage the power of the Internet. After more than a year of research, the Ascent Group and the C Three Group™ release their findings on the range of e-commerce and e-business services now offered by utilities.

You can subscribe to CSQ by phone or fax with your credit card or use our secure order form on our web site at www.e-csq.com.

CSQ is published by the Ascent Group, a management-consulting firm with extensive experience in the operations and management of customer service organizations and a leading publisher of customer service journals and reports.

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