This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 

Nevelyn Black's picture
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Nevelyn Black is an independent writer with a background in broadcast and a keen interest in renewable energy.  In the last few years, she transitioned from celebrity interviews and film shoots...

  • Member since 2017
  • 806 items added with 466,790 views
  • Jun 9, 2020

Months into the pandemic, customer service reps are settling in to working from home.  Initially, the shift presented a few challenges for everyone.  Space, equipment, internet speeds are the most common concerns.  Ensuring every employee has the proper technology is the first hurdle.  New Hampshire utility company, Unitil overcame that obstacle quickly.  With a cloud-based telephone system already in place and a handful of employees already working from home, their team was up and running remotely in just a few days.  Employees explain how they meet the needs of customers despite children playing and dogs barking in the background.  What's the ‘re-entry’ plan for your utility CSR employees?  Or is this the new norm? 

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