Incorporating Empathy into Customer Care
Date: Mar 7, 2018
Time: 2:00 PM ET
In 2016, Ameren Illinois’ Care Centers launched an initiative to incorporate empathy into all forms of customer communication. Aspiring to meet customers’ needs and preferences, the utility’s Quality Assurance, Customer Service leadership and Performance Management Training teams created classroom training, peer-to-peer coaching, visuals and supporting materials to ensure customer service representatives include empathy as part of all customer contacts.
Join Chartwell’s webinar to hear how the empathy program, which took home Chartwell’s 2017 Bronze Award in Customer Service, has increased customer satisfaction, employee engagement and first call resolution.
Dr. Carla Campbell-Jackson – Senior Manager, Ameren Illinois
Dr. Carla Campbell-Jackson is the Senior Manager for the Customer Service Experience at Ameren Illinois Company (AIC). Carla has significant years of experience in customer care center management, human resources, public affairs and diversity and inclusion. She is passionate about providing exemplary customer service to internal and external customers. She holds many key leadership positions in the community and has served as keynote speaker for several national organizations.