Customer Contact Transformation

With a focus on contact center management and customer-facing frontline employees, this track will explore how utilities are preparing their current and future customer workforce to handle emerging challenges.

Meet the Customer Contact Transformation Program Development Team. Learn more about the Customer + Corporate Symposium.

All session times are listed in Pacific time.

Tuesday, March 9, 2021

10:15 AM – 11:30 AM
Creating a Hybrid Working Environment with Lessons Learned
Panelists: Brett Crable, General Manager of Customer Experience, Dominion Energy Utah
Ivan Rastami, Customer Strategy and Operations Manager, Sacramento Municipal Utility District
Melisa Muñoz, Contact Center Operations Director, Pacific Gas and Electric Company
With the recent pandemic, many companies have had to rapidly transition their staff to working remotely. This is an opportunity to hear from a panel of experienced Contact Center leaders sharing their experiences and best practices for long term sustainability. Our panel will share their experiences of onboarding new staff, leveraging virtual training platforms, and providing safety and ergonomics in a virtual space. If you are responsible for a unionized workforce, you will also hear from an industry expert how to engage with your union partners to negotiate provisions that will set your company up for success and keep your employees working happily from home. You will also glean insight on how to care for the emotional reaction of returning employees back to office or how to care for those who prefer to work from a facility; therefore, requiring you to balance this hybrid environment effectively.

12:30 PM – 1:45 PM
Innovative Billing, Payment Arrangements and Programs During a Pandemic
Speakers: Heather Cantor, Salt River Project
Noah Solomon, Research Manager, Chartwell, Inc.
The current global pandemic has presented challenges beyond anticipation. Utility companies have had to remain agile in order to adapt to the changing needs of our customers. This has provided opportunities for innovation and proactive solutions that not only provide financial relief for our customers, but also keep the business safe. Join us for a look at best practices, trends, and lessons learned.

Wednesday, March 10, 2021

8:30 AM – 9:45 AM
Ways to Engage During a Crisis – Staying Connected with Distance Between Us
Facilitator: Carey Quinn, Vancouver Contact Centre Manager, BC Hydro
Panelists: Cassandra Brazell, Supervisor, Customer Service & Credit, MDU Utilities Group
Maria Rahn, Contact Centre Team Manager, BC Hydro
Michael Merriss, Supervising Customer Service Representative, Sacramento Municipal Utility District
Ways to engage during a crisis with distance between us. Staying connected with our employees through different technologies and management techniques.

This session is sponsored by:

10:15 AM – 11:30 AM
Learning in the New Reality: Strategies to Upskill your Workforce
Speakers: Jackie Velazquez, Vice President in Home Lending Servicing/Default Training, JP Morgan Chase
Jennifer L’Heureux, Digital Leadership and Change Consultant, Citrine Synergy
Julie McGinnis, Manager, Customer Care and Support, ATCO Electric
The global pandemic has had significant impact on organizations as remote work has become the norm and employers look to find new ways to onboard, orient and upskill their workforce. This track will highlight the impact of the new reality on organizational learning and will explore how organizations have addressed the need for enhanced capabilities as well as highlight strategies for continued engagement, growth and development to build a culture of learning that will persist post-pandemic.