A Closer Look at USP’s Contact Centre Operations
December 2024
Josef Rosenberg - Contact Centre Manager - Utility Safety Partners
Meetings, meetings, meetings!
Meetings with staff. Meetings with administration. Meetings with vendors and potential vendors. Meetings with industry groups and oversight committees and adjunct government policy mediators.
Winters are a funny time at USP. The Contact Centre itself is calm, cool and quiet. I’ve talked in the past, however, about how we always take a good hard look at our efficiencies, policies, and procedures in the winter — and alongside all of that is a constant barrage of meetings to enable and enact those changes!
This winter in particular, we’ve determined that one of our internal systems needs a tune-up, or maybe a full replacement(!), so we’ve met with multiple vendors to try and determine the best solution for our people. At the end of the day, it’s always best to approach these meetings with the understanding that you (being the boss) are not the primary user of these softwares, so the end-user experience should be prioritized (assuming all basic needs are met). Like usual, I am very confident that these meetings have given us staggeringly clear insight into the best path forward, and hopefully a mostly pain-free 2025 as a result!.
Now, if you’ll excuse me, I need to book a meeting so we can talk about potentially consolidating all of these meetings.
“You may all be wondering why I’ve asked you here today…”