Ebony Whitby

Orlando Utilities Commission
Residential Customer Service Manager

Ebony began her career at OUC as a Customer Service Representative 13 years ago. After spending nearly four years in Residential Customer Service, Ebony began working in the Collections Department as a Sr. Analyst, then progressed to Commercial Service Supervisor. For the last three years, she has been working as the Residential Customer Service Manager. In her current role, she is responsible for overseeing the daily operations of the Residential Department by maximizing service levels, ensuring customer satisfaction, employee development and coaching, and developing customer relationships.

Sessions

October 25, 2018

1:45  -  2:45

Grand Cypress G

304: How OUC Analytics to Improve Call Center Workforce Management

Come hear how Orlando Utilities Commission’s Call Center is using data analytics for their workforce management. OUC call center leadership will discuss how they recently began to use scheduling software to predict/forecast call center staffing needs and maintain KPI goals using tools such as NICE and OpenScape applications. Attendees will hear the following: Overview of … Continued

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