Thank You for Joining Us!
March Chapter Meeting Recap
The March Chapter Meeting was held on Saint Patty’s Day at Duke Energy in Lake Mary. Our hosts welcomed us with a demo of how they “walk the talk” with a pre-meeting safety presentation (Thanks, Tara!), alerting us to the emergency exit, muster station location and even a reminder of expected comportment (No text, no talk!) in the event of a building evacuation. At Duke, safety is non-negotiable.
Next, Suzanne Burleson (Supervisor, Customer Care Operations) plugged us in with an overview of the business - 6 new hire classes graduated in 2015, 4 more on the books for 2016; attrition rates, both positive and negative; pay structure, progression and differential (bilingual Spanish); services provided and sales offered, etc. In addition to its accident-free workplace focus, Duke has a strong interest in employee wellness. Employee engagement, also high priority, is harnessed via special interest groups (in DE short-hand, ERGs), volunteer and community outreach programs and even by Duke’s current pursuit of JD Power Call Center Certification.
Suzanne also brought to light many of the recent changes the call center has undergone, from the name change - now Customer Care Operations, manned by Customer Care Specialists – to the $2M renovation that we not only got to hear about, but to tour. Shall we talk about what a cool 2 mill can buy these days? Yes, let’s! Sit/stand desks boasting 2 monitors; new, easy to maintain carpet tiles; state-of-the-art fitness facility; cafeteria offer upgrade of fresh and frozen meals, snacks and beverages – all of this and more makes Duke the envy of contact centers everywhere. Did I mention that Duke Energy is now hiring?!?
Thanks Suzanne, Maritza and Team for hosting our members!
As a continuation of the morning’s theme of safety, post-tour, we gathered for a presentation by Holly Faries (Director of Training & Development, BioSolutia) on how to respond if involved in an active shooter incident. It is apparent to all of us that the number of these incidents is on the rise. The toll of injuries and deaths is real, frightening and certainly sobering. Holly taught us that vigilance and preparation are critical. As these incidents are seemingly random in nature, whether at work or at play, we should be aware of our surroundings and always have an exit plan. If shots are fired, you have 3 basic courses of action – RUN, HIDE or FIGHT. To illustrate this, Holly showed us a brief video (link below) and also shared relevant collateral from the US Department of Homeland Security. If you did not have the opportunity to attend the meeting, I would encourage you to watch the video and/or to reach out to Holly for copies of the documents distributed. As dramatic as it may sound, the short time invested learning how best to respond in such a scenario could save your life!
Thank you, Holly, for educating us!
And, last, but by no means least, should you have questions about the upcoming NCSA conference (May 16-18) or “Chapter Challenge,” be sure to reach out to any of the Board for additional details!