The Impact of Social Media on Customer Care

Charles Dickerson, VP, Customer Care, Pepco Holdings, Inc.

 

The business world is changing rapidly and so are the means of communication utilities are using.  Social media, such as Facebook, Twitter, LinkedIn and YouTube are commonplace today. The use of social media in the customer contact center is no longer an option. This presentation will discuss the role of social media in your contact center. What is social media; what benefits do they offer and how do we keep up with them? In addition, the presenter will discuss the costs involved in implementing a social media "hub" and how utilizing social media can reduce operating costs. Different forms of communication (i.e. chat, text, etc.) will be incorporated into the discussion.     Charles Dickerson is VP, customer care at Pepco Holdings, responsible for all aspects of customer care for PHI's 1.9 million customers, including meter services, billing, energy supply management, customer contact centers, CRM and credit and remittance. He was previously VP of strategic planning and chief risk officer, responsible for corporate strategic planning and enterprise risk assessment. While he managed the customer operations division, Pepco was recognized by JD Power and Associates as number one in the annual "Customer Satisfaction Survey.” Pepco also won “Best Call Center of the Year” from Call Center Magazine, and Charles was named “Manager of the Year.” He has both a BS in mechanical engineering and a MS in applied management from the University of Maryland. Charles is a licensed First Class Steam Engineer in Maryland and an adjunct professor for the District of Columbia’s School of Business.

 

Other sessions include:

Top of Mind Issues

Outsourcing Lessons Learned

Interrupted: The Housing Correction

Latest Approaches to Applying Technology to Customer Service

Promoting New Products and Services - Utility Best Practices to Effectively Reach Customers

Home Energy Assistance: The Need and Responses

Who Interfaces With the Customer of the Future?

The Implications of Complete Meter Change Out

Aligning People and Strategy