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Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
How To Recognize Early-Stage Financial Stress in Utility Customers – And What To Do About It
The discussion will address:
How utilities can make better use of existing data to improve outcomes without major system or process changes.
How advanced technology, predictive AI, and behavioral...
Light Up Navajo: How the Navajo Tribal Utility Authority Partners with Utilities to Power the Navajo Nation
On this webinar, we’ll hear from NTUA about the program and its impact on residents, as well as learning from a handful of utilities that participate in the program about its impact on workers who ...
TECO Reduces Costs & Increases Ease-of-Use with Outage Reporting Enhancements, 2021 Chartwell Award Winner
In 2020, equipped with a corporate strategic initiative to improve the customer experience and its J.D. Power standings, TECO focused its continued improvement efforts on the company’s outage-related web offerings.
The company, which won Chartwell’s 2021 Best Practices Silver Award in Outage Communications for its enhancements, addressed several challenges throughout 2020 and implemented the following improvements:
-Greater MyAccount controls during storm restoration
-Mobile-friendly functionality customers have come to expect
-Additional options that make outage reporting easier
In this session, attendees will learn how TECO identified and completed complementary initiatives that could be worked in parallel to achieve the following results:
-Increased percentage of outages reported via self-service channels and an accompanying decrease in calls to live agents
-Improved accuracy of outage reporting
-Reduced costs and dependencies on third-party backup solutions
Speakers:
Jasmine Bennett, Program Manager of Digital Customer Experience, TECO
Donnie Ware, Manager of the Digital Customer Experience, TECO
