Customer Contact Transformation

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

Target Audience: Professionals responsible for Customer Contact Centers; Customer Care; Billing + Payment Centers; Customer Quality Assurance; Customer Workforce Training + Development; Field Customer Services; or Customer Operations.

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

All session times are listed in Pacific time.

Wednesday, February 9, 2022

9:15 AM – 10:30 AM
Building Resilient Training Programs
Speakers: Amber Morgan, Supervisor & Trainer, Active TeleSource, Inc.
Gretchen Alexander, Training and Development Manager, Clark Public Utilities
Juan Argueta, Senior Manager, Strategic Initiatives and Energy Education Centers, Southern California Edison
Does the idea of hosting virtual training leave you feeling uneasy? If so, you’re not alone and we’ve assembled a panel of industry experts who faced the virtual wall and found a way to thrive. Hear about the challenges they faced, obstacles they had to overcome, how they measured progress, what the future looks like for training, and how they ultimately found success in a virtual world. Be sure to join with your virtual training questions ready for this open forum discussion as they share the tips and tricks that helped them along the way.

Tuesday, March 8, 2022

10:15 AM – 11:30 AM
Working from Home: Here to Stay or Gone Away?
Speakers: April McAllaster, Customer Contact Center Manager, Southern California Gas Company
Reid Kennedy, Contact Centre Team Manager, BC Hydro
Willa Proby, Customer Contact Center Supervisor, NW Natural
The pandemic and other events surrounding the last couple of years have brought unique challenges and opportunities for businesses and industries throughout the world, teleworking has been one of such considerations that has been met with mixed reviews.  We continue to see critical issues, both positive and negative, arise as we explore teleworking –issues such as mental health, productivity, engagement, and work/life balance to name a few.  Can telework prove it is here to stay? Come, join us to talk through these issues and share best practices from some of the top, and highly regarded industry professionals.

2:45 PM – 4:00 PM
Exploring the Human Side of Productivity
Speakers: Kimberly Scott, Customer Service Representative, Los Angeles Department of Water & Power
Marcella Abril, Customer Contact Center Supervisor & Performance Advisor, Southern California Gas Company
A representative from HR will discuss HR programs and research aimed at addressing employee happiness and wellbeing in the workplace. A customer contact center supervisor will discuss coaching strategies related to behavior-based coaching and correlations to productivity. A customer service representative will highlight the employee perspective.

Wednesday, March 9, 2022

10:15 AM – 11:30 AM
Create a Brighter Future Today … For the Workforce of Tomorrow!
Speakers: Daniel Tillis, Director – Customer Experience, MDU Utilities Group
Darrin Belgarde, Customer Service Manager, Avista Utilities
Maria Mills, Manager, Customer Service, MDU Utilities Group
In this session, we will cover best practices for recruitment and employee retention. How do we attract and hire the right talent? Once we have them on board, how do we address employee contingencies for work-life balance? Understanding key drivers of employee engagement will help us provide a better balance of employee satisfaction with the ever-evolving demands of our business today.