Delivering Customer Service Excellence

Thursday, March 14, 2019

9:15 AM – 10:30 AM
Unlocking the Value of AMI for Customers
Speakers: Vern Malensky, Manager of Energy Delivery Technical Projects , Avista Corp.
Ross Hartman, Manager Customer Interconnections, Sacramento Municipal Utility District
Jeff Hardman, Manager, Customer Service Process & Performance Management, BC Hydro
Amanda Ghering, Credit & Collections Team Leader, Avista Utilities
A look at how utilities in various stages of AMI and Smart Meter deployment are providing value to the customer and improving operational efficiency. We will take a closer look at the communication and deployment strategies of three utilities and how they are informing the customer of the benefits of AMI. Whether you are just starting deployment, half way through, or have been fully deployed for years, hear how each utility is leveraging AMI technology and functionality to provide value to their customer, the community, and the utility.

10:45 AM – 12:00 PM
Increasing Employee Recognition to Enhance Customer Experience
Speakers: Sharon Grove, Assistant General Manager, Los Angeles Department of Water & Power
DeWayne Jackson, Sr. Commercial Field Representative, Los Angeles Department of Water & Power
Racquel Carrillo, Customer Service Representative, Los Angeles Department of Water & Power
Janet Zelaya, Lead Account Advisor, Premier Account Management, Los Angeles Department of Water & Power
Carey Quinn, Manager, Vancouver Contact Centre, BC Hydro
“The way you treat your employees is the way they will treat your customers” is a quote attributed to Richard Branson. While other industries such as Retail and Financial Services have taken this to heart, utilities have lagged at times, focusing more on call center metrics than employee satisfaction. That is changing however as utilities become more competitive, customer expectations increase and finding the right talent becomes more challenging. In this session, you will hear how utilities are using internal employee recognition programs to positively impact the customer experience.

1:30 PM – 2:45 PM
Positively Impacting Customer Experience with Innovative Call Center Performance Management
Speakers: David Raposo, Sr. Manager, Customer Contact Centre Operations, BC Hydro
Angela Davies, Director, Customer Service, FortisBC
Jeri Scott, Senior Commercial Service Supervisor, Los Angeles Department of Water & Power
In today’s fast moving and demanding workplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. So what can a company do to lead the pack when it comes to customer engagement? The journey to providing great customer interactions start with training and ends with coaching. Understanding the customers’ needs and coaching our teams to deliver on those needs is the number one thing we can do to improve the customer experience. Coaching to metrics alone is not enough anymore, in this session you will learn how some organizations are transitioning away from numbers driven metrics to more behavior-based coaching and the positive impacts it has had on their overall customer experience.

Friday, March 15, 2019

8:00 AM – 9:00 AM
Driving First Call Resolution Through CSR Empowerment: Evolving From Vision to Execution
Speakers: Andrea Pow, Senior Vice President – Client Advocacy, SQM Group
Joe Villareal, Utility Services Manager, Los Angeles Department of Water & Power
With the pressure to keep rates affordable for our customers, most utilities are searching for creative ways to reduce the cost of our contact centres without negatively impacting the customer experience. One way to accomplish this is to decrease repeat contacts by increasing First Contact Resolution. While this may sound simple, it relies heavily on the skills and abilities of your frontline customer service employees. Join this session to learn how you can leverage your frontline resources by empowering them to resolve customer inquiries on the first contact.

9:15 AM – 10:15 AM
Delivering on the Promise of Channel of Choice: The Good, The Bad, + The Ugly
Speakers: Denise DiTrapani, Manager, Call Center, Southwest Gas Corporation
Sandra Webb, Digital Engagement Lead, San Diego Gas & Electric
With increasing expectations set by other industries, utilities are feeling pressure to provide more information across an increasing array of channels. Fringe technologies such as Chat, SMS and Mobile App Notifications are now mainstream and expected from customers. While this allows an opportunity for utilities to increase customer satisfaction and reduce operating expenses, delivering on the channel of choice for the right customers at the right time can be challenging. Join this session to hear how utilities are addressing the channel of choice for their customers.