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, the 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.

Wednesday, June 17, 2020

9:00 AM – 10:15 AM
Exposing the Bottom Line: From Customers to Shareholders
Moderator: Maria Morales, Manager, Customer Care Center, Arizona Public Service Company
Panelists: Angela Dines, Director, Customer Service, Arizona Public Service Company
Melody Adams, Customer Service Representative & Trainer, Active TeleSource, Inc.
Shanna DeJean, Care Center Supervisor, NorthWestern Energy
As a supervisor, are you supporting your front line employees to deliver the balance between operational success and customer satisfaction? Are you coaching and mentoring the right skills and behaviors? Join us as we expose the various measures for the stakeholders in the utility and learn how you can align what you do every day to “strike the balance”.

Session sponsored by:

1:00 PM – 2:15 PM
Contact Center Development – From Agent to Leader
Speakers: Carey Quinn, Vancouver Contact Centre Manager, BC Hydro
Maria Morales, Manager, Customer Care Center, Arizona Public Service Company
Meeghan McGhee, Customer Service Training Supervisor, Arizona Public Service Company
Company programs designed to identify and promote internal advancement opportunities within contact centres are designed to develop and identify employees who have the initial drive, motivation, and desire to promote to opportunities within Customer Service. These programs provide empowerment, build pride and often lead to higher employee engagement as they develop and grow within the company.

Thursday, June 18, 2020

9:00 AM – 10:15 AM
Creating a Collaborative Culture – Corporate to Customer
Speakers: Elizabeth Reed, Chief HR Officer, VertexOne
Kari Baker, Manager of CX & Projects, BC Hydro
An example of how an organization has listened to their customers and made change. How can you collaborate with employees as well?

Session sponsored by:

1:00 PM – 2:00 PM
The Power of Emerging Training for CSRs Today
Speaker: Anna Cuccione, Team Manager, Customer Contact Centre, BC Hydro
Suzette Gradilla, Supervisor, Customer Facing, Operational Training, Puget Sound Energy
In this session you will learn how to effectively train frontline employees while encompassing different generations and learning methods and a focus on career development.

2:30 PM – 3:30 PM
Empowering and Understanding Low-Income Customers
Speaker: Dr. Donna M. Beegle, President and Founder, Communication Across Barriers, Inc.
Understanding and communicating effectively with low income and disadvantaged customers can help make better use of available assistance funds. Participants attending this session will gain a deeper understanding of some of these customer segments.

Session sponsored by: