Creating A Customer Centered Workforce

View the full Customer + Corporate Symposium agenda here.

Thursday, March 8, 2018

10:30 AM – 11:45 AM
“Not Enough Time in the Day” – From Firefighting to Coaching
Speakers: Damian Wasserlauf, Strategy Manager, Pacific Gas and Electric Company
Greg Pyper, Regional Director of Sales, ‎InsideOut Development
Put Workplace Coaching To Work. InsideOut Development is an industry leader in workplace coaching. Join Greg Pyper, InsideOut Development and Damian Wasserlauf, Pacific Gas & Electric as they share how to have conversations that energize people, motivate action, and lead to better—even incredible—business performance. Damian Wasserlauf shares experiences from his organization on the struggle leaders have going from problem-solving and putting out fires to day-to-day coaching conversations to increase the capacity and performance of their teams. Building a coaching culture is not a one-and-done process. The InsideOut three-phased process not only helps leaders become more effective at delivering feedback and creating ownership of shared goals, it also drives the factors that lead to profitability, including engagement, accountability, and productivity.

1:00 PM – 2:15 PM
AI in Action: From Analytics to Intelligence
Speaker: Antoine Tilmon, Director, Billing and Credit Operations, NV Energy
Using AI to anticipate the customer’s needs. Predictive analytics and customer’s propensities tell us what they (the customer) need before they even ask. AI and the different areas it can be applied from data to help agents field customer service calls to “Chat Bots” that field them before they get to an agent.

2:45 PM – 4:00 PM
Workforce: What’s in it for me?
Speakers: Rosa Swaton, Call Center Supervisor, Arizona Public Service Company
Robert Berrelez, Call Center Supervisor, Arizona Public Service Company
Providing work life balance is critical to developing an engaged workforce and retaining experienced personnel which is why Arizona Public Service Corporation decided to allow employees to work from home. Learn how this utility is using telecommuting programs to meet their employee’s needs while increasing agent productivity and customer satisfaction.

Friday, March 9, 2018

9:15 AM – 10:30 AM
Quality Counts: Quality Tools in Action
Speakers: Christopher Caile, Sr. Principal Solutions Marketing Manager, Nuance Communications
Lisa Pacheco, Senior Quality Manager, Southern California Edison
Jeff Gallino, Founder and CTO, NICE
Join our expert panel comprised of utility managers and product specialists as they field questions and discuss the use of best in class quality management tools. Learn how to incorporate speech analytics, screen capture and post call surveys into established quality assurance programs to enhance the customer experience and achieve operational savings.

11:00 AM – 12:15 PM
Trust Me: The Engagement Value of a Customer-centric Culture
Speakers: Julie Becker, Director of CX and Support, NorthWestern Energy
Elizabeth Smith, Muncipal Planning Manager, Anadarko Petroleum Corporation
Join us for a session regarding the multiplied value of creating employee ambassadors. In this session you will learn about NorthWestern Energy’s Customer Experience journey. Their customer experience and employee ambassadorship effort has led them through a myriad of touch points within their company, to include their employees, in developing a customer perception of building brand loyalty, delivering on basic responsibilities, and keeping their day to day company promises. In the end, they are creating a strong and binding commitment that will result in an effortless customer experience. You will also learn about how Anadarko connects with their communities by energizing their work force to provide them the tools to be Advocates and Ambassadors in their communities while also developing pride in the organization.