Customer Contact Workforce

It’s time to reimagine the future of work and redefine the employee experience. 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 with new policies and approaches that address employee fatigue, engagement, retention, and the connection between employee experience and customer experience.

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

Meet the Program Development Team for this track. Learn more about the Customer + Corporate Symposium.

Thursday, March 2, 2023

9:30 AM – 10:45 AM
Keeping Our Employees Healthy and Happy: Navigating Burnout + Mental Health
Speakers: Sara Eder, Human Resources Benefits Manager, NW Natural
Wilhelmina Proby, Customer Contact Center Manager, NW Natural
Whether you are helping a fellow employee or navigating a stressful situation personally, burnout and mental health issues are something we all face. What can you do to be better prepared to address these issues in the workplace? What are employers doing to help prevent burnout and manage mental health issues? In this session, speakers with different company perspectives will share their experiences, techniques and challenges faced when addressing these issues.

1:30 PM – 2:45 PM
Looking Ahead to the Future of Work: Influencing Effective Engagement + Communication in a Hybrid Environment
Speakers: Dwayne Calder, Director, Customer Care, ENMAX Corporation
Rafael Macias, Supervisor, Contact Center Operations, Pacific Gas and Electric Company
Staying connected in a hybrid environment has presented challenges over the past two years. In this session we are looking to share effective techniques on how leaders can enhance their skillset to create a positive company culture through clear vision, relationship building and creative coaching methods that positively influence performance.

Friday, March 3, 2023

9:30 AM – 10:45 AM
Optimizing the End-to-End Journey for Today’s Customer Service Representative
Panelists: April McAllaster, Customer Contact Center Manager, Southern California Gas Company
Dean Bentley, HR Generalist, NorthWestern Energy
Zack Thompson, Contact Center Manager, Salt River Project
In this session, we will cover best practices to optimize the end-to-end journey from hiring to career pathing for the Customer Service Rep. How do we attract and hire the right talent for now and for the future? Once we have them on board, how do we balance ever-changing employee needs with the ever-evolving demands of our business today? Are wages competitive with local competition?