Podcasts & Webinars
Leadership in Times of Crisis
When Covid-19 hit last year, members across all tiers of companies had to work through unprecedent situations. The move to virtual working environments, global lockdowns, blurring boundaries, changing family schedules lead to an initial disarray and panic. People who successfully lead teams through these times required uncommon approaches.
Energy 360 – Early Termination Fees
Early Termination Fee is baked into utility contracts to help protect the company, in the event that customers discontinue service mid contract. While its necessary, the charge is not always understood by the consumers. There is often resistance from them to pay the ETF and collecting this amount requires special tact.
Making your Customer Experience Management Disaster Proof
The remote workforce model opens up great opportunities and challenges for contact centers. While it opens up the chance to hire a mature talent pool, it poses a challenge to create secure and compliant work environments.
Top 3 CX Trends
Tune in to hear Elizabeth talk about the past, present and near future of the customer experience and the top global trends to follow in rebranding your CX playbook!
RPA in Energy
North America’s energy and utility sector has legacy systems and technologies that mar the customer experience. Customers tend to interact with Energy companies when they want to start or change service, pay bills, contest bills, or lodge complaints—the easier these interactions, the better the experience – simple as that.
Facing Change Head-On with QaaS
Two key factors determine how well energy companies do at winning and retaining customers - the ability to control costs and offer competitive rates and the ability to provide top-notch end-to-end customer experience.
Collections During Covid-19
Debt Collection has shown interesting trends during the on-going Covid-19 pandemic. In the wake of relief measures rolled out by the government, studies noticed a 50% increase in lump-sum payments towards debt compared to last year.
Webinar: Canadian Electricity Association Spotlights CP360 in Speech Analytics and Voice AI for CX
Our in-house experts Elizabeth Sedlacek, VP of Client Relations and Partnerships and Mark Rodrigue, Senior Vice President speak about AI Speech Analytics technologies and its revolutionary effect on driving process transformations, at a webinar hosted by Canadian Electricity Association and moderated by David McKendry.