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. Attendees to this track are managers or customer contact center representatives, staff of payment centers, and those working in the field with customers regularly. Employees responsible for customer workforce management strategy and training are encouraged to attend.

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 and Payment Arrangements and Programs During a Pandemic
Best practices, trends, and lessons learned.

Wednesday, March 10, 2021

8:30 AM – 9:45 AM
Tools of Engagement During A Crisis
Facilitator: Carey Quinn, Vancouver Contact Centre Manager, BC Hydro
Panelist: Cassandra Brazell, Supervisor, Customer Service & Credit, MDU Utilities Group

10:15 AM – 11:30 AM
Learning in the New Reality: Strategies to Upskill your Workforce
Speaker: 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.