Improving CSR Performance with Improved Training

Performance Training is a vital part of any contact center improvement strategy and can help improve the customer experience as well as KPIs and operational efficiencies. During this Chartwell webinar, two U.S. utilities will discuss their training initiatives.

Austin Energy will present an overview of the tools and techniques its training staff uses to integrate quality initiatives and compassionate communications into the customer experience.

Southern California Gas Company will discuss its performance coaching program, which has helped reduce average hold time by 25 seconds in the last two years.

Attend this webinar for ideas on how your utility can improve its CSR training techniques.


  • Madeline Campbell – Supervisor, Staff Development, Austin Energy

As Supervisor in Staff Development with Austin Energy, Madeline is responsible for driving innovation and customer focus. With two decades of experience establishing quality initiatives, she understands the foundational checks and balances that exist between training, development and quality. Madeline is committed to improving the overall customer experience, is passionate about creating an interactive and enjoyable environment that promotes continuous learning and has mastered the ability to recognize and adjust to different learning styles.

  • April McAllaster – Customer Contact Center Site Manager, SoCalGas

April began her career with SoCalGas in 2000 as a Customer Service Representative.  She has held various roles focusing on customer service over her 19-year career with SoCalGas including Contact Center Supervisor, Customer Contact Center Performance Advisor and her current role as Customer Contact Center Site Manager. 

*To view this webinar, please login using your Chartwell credentials and click the “View Resource” button. If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.