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WEDNESDAY - Customer Connections Idea Exchange Forum
A Journey of Professional and Personal Growth, Mia Browdy, Customer Operations Supervisor, City of Tallahassee

Often times we discredit the personal growth that has taken place in our lives, we give all the credit to where we have arrived professionally. Professional development mirrors the growth that has taken place personally. The journey to personal growth, will often lead to success in professional development.

GRU’s World Class Leadership Development Program (WCLDP), Kisha Ellis, Billing and Customer Solutions Supervisor, GRU 

Come hear about GRU’s World Class Leadership Development Program.  This is a mentorship program for Customer Operations employees that is developing them as future leaders of the organization.
THURSDAY - Customer Connections Breakout Session

Improving Call Center Operations One Measurement at a Time: Michael Trevett, Call Center Manager, Lakeland Electric

Using 2016 benchmarking data Lakeland Electric is transforming their call center one measurement at a time. Learn what changes were implemented and where they are now in improving service to their customers. This discussion will include new aspects of call center management that are being implemented throughout the country which can save the utility time and money.

Here We Go Again: The Journey to Selecting a New Customer Information System (CIS), Rhonda Reaves Smith, Business Project Manager, ERM Project, City of Tallahassee

When considering and selecting a new CIS, utilities undergo an extremely thorough process of assessing their needs, preparing an RFP, scrutinizing vendors and meeting internally with various stakeholders. Finally, after weeks, months or even years, a decision is made. This decision is made with an eye toward the future, but how far ahead should a utility look? With the average lifespan of a CIS being 15 to 20 years, utilities must select a CIS that will not just address what’s around the corner, but can also adapt to industry changes that are miles and miles ahead.

Journey Mapping: Understanding Customer and Employee Experiences, Michael Vigeant, CEO, GreatBlue Research Inc. Cromwell, CT

This Journey Mapping discussion will review strategic planning, connecting with employees of different generations, leadership skills, improving communications, and the future of the electric utility industry. Journey Mapping allows utilities to understand all aspects of the customer/employee experience (i.e. customer/employee interactions, communication processes, energy conservation programs) along with how each aspect correlates to customer engagement/satisfaction. Each touch point/interaction/process from beginning to end is uncovered in-depth to understand where areas of strength and weakness exist. Ultimately, this will drive initiatives for effective and strategic process improvements.

Community Engagement: The SunCatcher, Lowell Knollinger, Manager of Support Services, Kissimmee Utility Authority

KUA’s SunCatcher is a mobile solar energy education and demonstration trailer which is assisting KUA in engaging their community in understanding rooftop solar, battery storage and energy conservation measures. Come learn about the various capabilities of the SunCatcher. This presentation will include an onsite demo in the hotel parking lot.