By Suzanne Haggerty, Research Manager —
It’s that time of year again: Chartwell’s Best Practices Awards season. Submissions are open and award entry forms have been posted.
We’ve made a couple of big changes this year. The Outage Communications winners and finalists will receive their awards at Chartwell’s Outage Communications Conference, which will take place June 6-7 in New Orleans, where attendees will hear from the Gold winners on their efforts (we had a category for large utilities and one for mid-size utilities). We’ll announce our Outage Communications winners next week.
Also, we’ve split the Customer Service category into two categories: Contact Center and Self-Service. This will allow us to recognize initiatives focused on improving customer service and satisfaction through interactions with customer service representatives via phone, social media, chat or other channels as well as initiatives that have improved customer service and satisfaction via self-service channels such as IVR, web, mobile and virtual assistants.
The original awards of their kind for utilities, Chartwell’s Best Practices Awards recognize excellence among electric and gas utilities with respect to projects, programs and service initiatives. The awards program is open to all utilities – large, small, IOUs, cooperatives, and municipals – across North America.
Chartwell’s 2018 Best Practices Awards categories:
- Billing and Payment Programs
- Contact Center
- Program Marketing
- People’s Choice – Video
Three utilities for each category will be awarded with gold, silver and bronze recognition at EMACS – The Customer Experience Conference, Oct. 22-25 at the Tampa Marriott Waterside.
The deadline for submission is June 13.
For more information on EMACS or Chartwell’s Best Practices Awards, please email me. I’ll be happy to talk to you about entry guidelines and potential submissions.
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