In this episode we meet Alex Williams , Head of Contact Centre at UK Power Networks, a distribution network operator for electricity covering Southeast England. In this wide ranging and informative discussion, Alex discussed the importance of supplying and maintaining power to over 25 million people and the challenges that arise when that supply is threatened.
He told us how UK Power Networks has blended the key elements of soft skills, adviser updates, swift internal communications and a modern technology infrastructure to proactively provide timely and accurate information to their customers when power supplies are interrupted.
He shared that by focusing on empowering and engaging colleagues, it provides a context and a framework that can mobilize people to develop the understanding, skills, and patience to handle almost any situation with care, empathy and a reassuring manner. Vitally important with all customers but especially vulnerable and elderly ones.
UK Networks truly gives power to the people!