CUSTOMER EXPERIENCE: Employee Operations

2016 Spring Energy Symposium Track Agenda


Thursday, March 10

10:00 AM — 11:30 AM
It’s All About Me! – A Customer Centric Point of View
Speakers: Todd Schultz, Manager, Customer Care, Idaho Power
Courtney Cudlip, Interactive Experience and Mobile, IBM
Matthew Parkhurst, Sr. Call Center Systems Analyst, Pacific Gas and Electric
So, you’re ready to start delighting your customers. But where do you start?

In this session we’ll hear from a utility that has found success in the early stages of employing journey maps to follow the steps a customer makes in our processes – like signing up for paperless billing – to reduce “pain points” for them. We’ll also hear from an industry expert in the customer interaction experience space who has led “design thinking” sessions for various west coast utilities: how utilities are understanding user needs, designing great interfaces and executing on a customer-focused strategy in digital channels. Finally, we’ll explore customer transformation in the IVR channel with a leading utility that applies best practices on how to incorporate user- centered design, customer experience and feedback to drive iterative process improvements throughout development.

12:30 PM — 2:00 PM
Juggling Generations and Personality Differences to Engage and Sustain Today’s and Tomorrow’s Workforce
Speakers: Jill Carter, Director of Human Resources, Questar
Tiffany Roesti, Supervisor, Training and Quality Assurance, NorthWestern Energy
Rob Negrete, Manager, Pacific Gas and Electric Company
Communication between generations is based on perception. Often times the information presented and how that information is perceived differs by generations. Do you have the right people working together to get the best results? Are you matching up workers with the right Supervisor? Are your supervisors provided with the best tools to communicate with different personalities? This session will help you to enhance effective working relationships with individuals and teams.

2:30 PM — 4:00 PM
How to Staff Effectively with Limited Resources
Speakers: Warren Silva, Business Systems Analyst, NW Natural
William Ozminkowski, Scheduler, Avista
Kristin Punter, Contact Center Staffing Manager, PG&E
Appropriate staffing levels are integral to the success of every contact center. Schedules are developed base on company and customer needs but often cannot take into account unexpected schedule changes. These “real time” adjustments have an impact on the employees, customers, and the company. This session will address the following topics: staffing best practices, managing company and customer expectations where resources are limited, and the negative impact of an understaffed contact center.

Friday, March 11

9:15 AM — 10:45 AM
Creating a Performance Driven Culture
Speaker: Bobbi Schroeppel, Vice President Customer Care, Communications and Human Resources, Northwestern Energy
Yolanda France, Director of Contact Center Operations, Salt River Project
We all want to work in an environment that is positive, meaningful, and successful. That type of culture does not form on its own. It’s created. In order for employees to take complete responsibility for their work and perform successfully, they must be given the tools necessary to complete their duties. SMART Goals must be set with performance metrics clearly defined, visible and understood by employees in order to achieve ultimate customer, employee, and management satisfaction. In this session, we will discuss how to obtain and maintain a workplace culture that is performance driven toward success.

11:00 AM — 12:30 PM
Combined Session C
Company Branding, Recruitment, and Program-Based Staffing for Success
Speakers: Kirsten Derasmo, Generalist II, Southwest Gas Corporation
Angelique Pruitt, Employment Manager, Idaho Power
Today’s job market is changing so what can a modern utility do to attract the best people and ensure that company objectives are met? This session will help you answer this question and enable you to promote your company to job seekers. Key topics include recruitment strategies, company and position branding, the value proposition, creating a staffing program, and adapting to generational change.