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HCL is proud to be the Gold Level Sponsor for CS Week 2019.
Customers expect 24/7 support with a quick resolution to every problem from utility providers. The emergence of mobile applications and customer portals has allowed better service management. However, service delivery remains a key challenge for any utility company.
We have created a predictive-enabled alert framework that directs call center agents and customers to resolve requests. Typical benefits include AHT reduction, increased first call resolution, increased CSAT and reduced training.
HCL is the recipient of SQM’s First Call Improvement Award 2018!
Meet us @ CS Week 2019 to know more about how we are transforming the utility industry through technology.
To schedule a meeting, reach out to firstname.lastname@example.org
Thought Provoking Session
Enhancing Customer Experience in Utilities
Utilities which focus on customer service excellence improve customer satisfaction and gain their trust, thus expanding marketing share. These utilities recognize that effective, integrated customer, and channel management solutions that meet and interact with customers where they want to be met are critical to improving the digital customer experience and enabling the transition to richer customer interactions. HCL has developed solutions and services to provide utilities with a true multi-channel customer engagement platform. HCL utilities customer solutions deliver transformed customer experience for millions of customers today.
April 11, 2019 (Thursday) | 2:30-3:30 PM | Room: 131 C
Register for the session here!
LORI ARMSTRONG, Senior Commercial Director, Regulated Services, Direct Energy
Lori joined Direct Energy in May 2003 and has worked in various areas across the company including forecasting, settlement, trading, wholesale credit risk, vendor management and change management. As Senior Commercial Director, Lori has direct accountability for the overall management, strategy development and financial results for Direct Energy’s regulated business. Direct Energy Regulated Services serves almost 650,000 customers in Alberta and has annual revenues of approximately one billion dollars.
Prior to working at Direct Energy, Lori managed the Settlement and Forecasting team at EPCOR.
Lori has a Bachelor of Commerce in Operations Management from the University of Alberta and an MBA from Queen’s University.
Chris MacRitchie, VP - Utilities, HCL
Chris is a Senior Executive with expertise in selling and managing professional services and customer support internationally. He has extensive experience in developing and managing services workforce, creating compelling client value propositions as well as planning, managing, implementing, and operating technology enabled business solutions. Chris is recognized as a collaborative leader enabling change by overcoming substantial obstacles, gaining organizational support, and delivering business results.
His key specialties include Professional Services, Consulting, Client Services, Account Management, Customer Service Operations, Merger Integration, Business Performance Management, Utility Industry Operations, Document Automation & Management, Operations Strategy, Change Management and Process Design.
Retail energy supplier
COMPLETE MANAGED SERVICES FOR THE LARGEST COMPETITIVE RETAIL ENERGY SUPPLIERS IN US