“The connections made and those I can grow with peers at other utilities is my favorite part of being a Planning Committee member,” said Zack Thompson. He continued, “The utility space is different though. Attendees’ openness and honestly, their willingness to share wins and losses and the easy comradery that IUCX nurtures, make planning and delivering this Conference a real game changer. Next year being in Phoenix and with Salt River Project as the host utility, I’m excited to be a part of great things to come.”
With two years’ experience as a PC, Zack walks confidently into this 2024-25 year with fellow call center colleague Amy Gentry. Read a bit about Amy in Fall 2024 Newsline. At Salt River Project, Zack is a solid ambassador for CS Week, now IUCX, helping shape important Contact Center Workshop and Deep Dives content, bringing along colleagues like Amy and encouraging engagement across the organization. LeadNext participants Claudio Granado (Class of 2024) and Shon Mack (Class of 2025) represent another way SRP raises IUCX’s value before, during and after Conference.
“As director of contact center operations, I’m responsible for delivering customer service for our 1+ million customers through phone, email and other self-service channels. From front line agents and our leadership team to workforce management tools, customer service analysts and trainers, and quality specialists, it indeed takes a village to provide great customer service.” – Zack Thompson |
“At SRP, we’re focused on employee engagement,” Zack explained, “because we believe EE and CX are inextricably linked. We measure so many ways our contact center impacts customers, both formally like the corporate engagement survey conducted in October-November 2023 and informally like MBWA (management by walking around.) We are constantly taking a pulse. We care about our people and their success. We want them to be good in their current jobs and ready for tomorrow’s workplace. We are proud that contact center attrition is mostly internal. Actually, we’re a feeder pool for other operational areas of SRP.”
Zack and his “amazing” wife are raising two children: Elijah, their 11-year-old son whose basketball team Zach coaches and Bella, their 8-year-old daddy’s girl, with whom he practices cartwheels and cheers on in gymnastics and the soccer field. This summer, they enjoyed a family trip to Carlsbad, CA, playing on the beach. “With a busy job overseeing about 400 people at SRP, I face a lot of demands, so I’m proudest of my family and our successful home life/career balance. God gave me an awesome wife who keeps me in check. They are my world.”
Comments