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.

March 10, 2020

10:15 AM – 11:45 AM
Exposing the Bottom Line: From Customers to Shareholders
Moderator: Maria Morales, Operations Supervisor, Arizona Public Service Company
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.”

1:30 PM – 2:45 PM
Contact Center Development – From Agent to Leader
Speakers: Ed Jones, Manager, Customer Automation, Analytics, and Digital Communications, Tucson Electric Power
Maria Morales, Operations 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 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.

3:15 PM – 4:30 PM
Creating a Collaborative Culture – Corporate to Customer
Speakers: Elizabeth Reed, Chief HR Officer, VertexOne
Kari Baker, Project Manager, Customer Service Operations, BC Hydro
An example of how an organization has listened to their customers and made change. How can you collaborate with employees as well?

March 11, 2020

9:45 AM – 10:45 AM
The Power of Emerging Training for CSRs Today
Speakers: Anna Cuccione, Team Manager, Customer Contact Centre, BC Hydro
Erin Henlin, Organizational Development Manager, Southwest Gas Corporation
In this session, you will learn how to effectively train frontline employees while encompassing different generations and learning styles.

11:00 AM – 12:00 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.