As customers continue to raise and face concerns on energy affordability, interactions between CSRs and customers over their monthly bills, or payment options when behind, can be increasingly stressful and strained. Walk through recent utility and ratepayer advocate case studies and discuss how to...

Explore how to keep employees engaged and motivated amid frequent change and burnout from the day-to-day difficulties of a customer service position. Review ideas for effectively translating directives from senior leaders to your frontline teams and similarly supporting a feedback loop from your...

Retail electric billing is complex, but accurate billing is essential to a utility’s financial health and customer trust. Walk through ElectriCities of North Carolina’s Retail Billing Assessment program and how it is giving member utilities greater transparency into their billing processes...

Explore how CPS Energy modernized its customer experience strategic indicators and learn about the utility’s journey to identify the true drivers of customer trust, as well as how to translate those insights into measurable improvements.

Bring your list of hot topics and priorities in customer service to this lively discussion with your utility peers. Swap strategies and brainstorm potential solutions to mutual challenges.

Join your fellow communicators for a rapid-fire Q&A and brainstorming session to tackle your common challenges. Submit topics in advance to be sure you take home ideas you can try out right away.