Major advances in technology, combined with advances in the ease of access and information-sharing, have created a consumer whose expectations of customer service have increased dramatically. Further, research has shown that proactive and timely communications with customers is critical to customer satisfaction. With developments like smart phones, social media, mobile connectivity, cloud technology, big data, and speech analytics, energy companies have more opportunities to enhance the customer experience than ever before and this starts in the contact center. The calls that come into a utility contact center are much different today than they were even a few years ago.
Creating a customer centric culture in your contact center is equally as important as advances in technology. Call centers increasingly understand the importance of providing excellent service to their customers and are adopting a customer-centric approach as a result. Having the right people in place will ensure your customers feel valued and in turn can reduce operating costs. To go from a fast, efficient transaction handling universe to creating a customer-centric operation and changing the agent mindset, requires a radical change in the contact center’s entire culture. Utilities can reduce their cost-per-call in the contact center by improving the process of hiring, training and coaching of agents.
At this conference, utility and industry professionals will share their innovative strategies for enlisting technology and putting the right people in place to improve customer satisfaction and lower costs. Attendees will take away additional knowledge and resources required to implement effective solutions in your utility contact center in order to accommodate the customer of today and the future. Attendees will learn best practices, keep up with the latest developments, and enjoy networking with industry peers.
Explain what is necessary to build a customer centric contact center
Discuss how to train agents to make the customer feel valued and offer solutions that prevent future phone contacts
Explain how to overcome significant challenges to transform both the customer and employee experience
Demonstrate how to move to a virtual outsourced call center
Identify the skills and behaviors to look for in the candidate selection process
Discuss obstacles to effective training programs and review real methods for overcoming them
Discuss how using seasonal representatives has lowered the average speed of answer
Critique the business and political processes and factors entering into a decision process
EUCI has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET). In obtaining this accreditation, EUCI has demonstrated that it complies with the ANSI/IACET Standard which is recognized internationally as a standard of good practice. As a result of their Authorized Provider status, EUCI is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET Standard.
EUCI is authorized by IACET to offer 1.0 CEUs for this conference and 0.3 CEUs for the workshop.
Requirements for Successful Completion of Program
Participants must sign in/out each day and be in attendance for the entirety of the conference to be eligible for continuing education credit.
Case Studies, Panel Discussions and PowerPoint presentations
Monday, April 3, 2017
12:30 – 1:00 p.m. :: Registration
5:15 – 6:15 p.m. :: Networking Reception
Tuesday, April 4, 2016
7:45 – 8:15 a.m. :: Continental Breakfast
10:30 – 10:45 a.m. :: Networking Break
12:15 – 1:15 p.m. :: Group luncheon
4:30 p.m. :: Conference Adjourns
Promoting Utility Programs and Services in the Contact Center
Monday, April 3, 2017
8:00 – 8:30 a.m. :: Registration and Continental Breakfast
8:30 – 11:45 a.m. :: Workshop timing
A contact center is one of the most important touch points a utility has with its customer, especially during the new connect process. Customer service has become more important than ever for energy and utility providers. All it takes is one bad experience or instance of poor service for a customer to spread negative publicity via social media and the internet. By having a good experience, a customer is much more likely to consider additional utility offerings.
3Degrees works in partnership with many utilities and their contact centers to help promote various programs and brings lessons learned along the way. In this workshop, we will cover how utilities can promote and upsell their programs and services during conversations the contact center staff has with customers while still meeting customer, staff, and regulatory needs. Attendees will take away additional knowledge and resources required to implement effective solutions in order to accommodate the customer of today and the future.
Discuss techniques that contact center staff can use to upsell utility programs and services
Discuss different methods to engage all call center staff
Apply lessons learned in order to meet customer, staff and regulatory needs
Explain how to overcome challenging phone calls to transform both the customer and employee experience
Discuss the technology and methodology used in today’s world to improve customer satisfaction
What kinds of programs and options should be covered in a new connect process?
What are the pros and cons of dedicating a special team of experts versus training a full call center?
Tools, technology and methodology for increasing customer acquisition
Training for customer acquisition basics
Tips to keep top performers and bottom performers engaged over the long term
Ms. Brownell joined 3Degrees in 2008 to provide support to utilities in offering voluntary renewable energy and carbon offset programs to customers. In that time, she has worked on campaigns which have enrolled many tens of thousands of customers including working closely with multiple utility call centers. Her work with utility call centers spans utility owned and outsourced; union and non-union; inbound and outbound. With each, she has designed and delivered training and helped to create incentive structures for call center representatives unique to each call center’s culture, regulatory environment, and utility goals. Her clients, Pacific Power & Rocky Mountain Power, won an award from the Center for Resource Solutions for their approach to educating customers who call into their call center. Ms. Brownell has a B.A. in Communications from Portland State University where she focused on Media Literacy and minored in Black Studies. She has a Professional Certification from the Direct Marketing Association in email marketing.
Tashonda Betts, Contact Center Manager, Tucson Electric Power
Chris Bond, Senior Consultant, User Experience, optimalCX solutions, LLC.
Renee Cazzell, Quality Performance Instructor III, Arizona Public Service (invited)
Chris Clark, Director of Fraud, Risk and Compliance, Neustar
Dennis Crumb, President, optimalCX solutions, LLC.