Creating A Customer Centered Workforce

Thursday, March 14, 2019

9:15 AM – 10:30 AM
Raising the Volume of the Customer’s Voice
Speaker: Kari Baker, Manager, Customer Experience & Projects, BC Hydro
Customers can talk, or shout even, but how do you ensure the organization is listening? Hear about some technology projects as well as some culture change initiatives that BC Hydro undertook to open the organization to listen and respond to customer needs. We’ll share some of the tools and approaches that were most successful, including applying a design thinking mindset, as well as some that didn’t work as well.

10:45 AM – 12:00 PM
From Analytics to Supervision: A Multi-Level Approach to Coaching
Speakers: Natalie Centeno, Quality Assurance Specialist, Southern California Gas Company
Ivonne Meza, Technical Advisor, Southern California Gas Company
Amy Molano, Performance Advisor, Southern California Gas Company
Claudia Martinez, Supervisor , Southern California Gas Company
This session will feature a panel discussion of the continual improvement coaching process at Southern California Gas Company. Discover how the utility uses analytics to target coaching for specific behavior and track overall coaching effectiveness.

1:30 PM – 2:45 PM
Turn the Ship Around: Empowering Employees with Metrics
Speaker: Wayne Calder, Director, Customer Care, ENMAX Corporation
Empowering employees to take control of their performance can have impactful consequences, not only for the customer but for the business as well. This session will explore how one company has introduced a new Agent Dashboard that gives employees the transparency and power to significantly move the needle on customer satisfaction, but not at the expense of collecting a bill. The dashboard has given the representatives the ability to “Captain” their individual performance based on real-time KPI’s metrics while still focusing on the ever-present customer goals for quality and efficiency.

Friday, March 15, 2019

8:00 AM – 9:00 AM
Elevating the Customer Experience Through Service Excellence
Speakers: Cari Latham, Director of Professional Development, Active TeleSource, Inc.
Jeff Hardman, Manager, Customer Service Process & Performance Management, BC Hydro
First, this session will evaluate the “service” element of Customer Service, beyond subject matter expertise. Active Telesource will share the methodology, key elements, the ongoing evolution of their Service Excellence Program, and its positive impacts on team member morale.

Secondly, we will explore how you move from Power & Authority to Customer Empathy? Learn how BC Hydro approached the challenge by introducing some play into the soft skills training, so that learners were able to experience empathy rather than just talk about it. Hear about the training that was developed using a customer experience model around EASE and delivered to new and repatriated employees in our contact centers.

9:15 AM – 10:15 AM
Future Ready: Preparing for the Customer and Work of Tomorrow
Speakers: Matt Campbell, Managing Director, Management Consulting, People & Change, KPMG LLP
Rapidly shifting market forces, accelerating technology trends, and changing conceptions of work are beginning to dramatically disrupt the energy industry. Join us for a provocative presentation on how changing customer expectations and technology revolutions are reshaping industry business models and the required workforce, just as the idea of work is radically evolving. Will you be future ready?