With a focus on contact center management and customer-facing roles, this track will explore how utilities are preparing and supporting their current and future customer workforce to handle emerging and evolving customer expectations, energy literacy, and how a positive employee experience is driving customer satisfaction.
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.
9:45 AM – 11:00 AM
Engaging a Remote Workforce, Mental Health and Safety for Remote Employees
Speakers: Dr. Kevin Rindal, CEO, Vimocity
Matthew Turner, Executive Director, Enterprise Support and Campus Operations, California ISO
Meghan Stuart, Director, HR, ATCO Natural Gas
Managing today’s workforce has brought us some unique challenges when it comes to mental health and employee safety. Today we will talk about how to engage with our hybrid workforce employees, identify mental health and safety issues, steps to take to address employee needs and resources that are available.
1:30 PM – 2:45 PM
Embracing Emerging Technologies: The Future of Customer Experience
Speakers: Dain Nestel, Director of Customer Solutions, Portland General Electric
Susan Norris, Senior Manager, Business Strategy, Energy and Utilities, Salesforce
Discover the latest innovations and trends in AI that are revolutionizing the utility industry, making change a constant. From increased efficiencies and productivity within your customer centric workforce to enhanced customer service, AI is transforming the way utilities serve their customers. Join us for a discussion on how current and emerging technologies are changing how we interact with our customers.
9:15 AM – 10:30 AM
How to Train to Retain: Solving Challenges with Remote/Virtual Workforce
Speaker: Joette Gomez, Supv Performance Development, Customer Experience Training, Arizona Public Service Company
Our world has changed. As we find it imperative to train, retain, and develop remote agents, we need to examine how we can enhance our existing processes and embrace emerging technology and tools. Supporting and mentoring remote agents poses new challenges that require us to reimagine collaboration, teamwork, and knowledge sharing from disparate locations.
– Speaker Sub-Topics: Remote Mentoring: No Retention Without Intention + Facilitate to Educate: The Power of Knowledge