Welcome Your New Expert Interview Series: Bob McCallister, New Expert in the Customer Care Group - [an Energy Central Power Perspectives™ Expert Interview]
The idea that the utility sector is evolving is talked about quite a lot, from a changing energy mix to a shift towards distributed energy resources to digital tools all across the grid. One area that this transformation is also expanding rapidly, but doesn’t necessarily get the same spotlight, is in the world of customer care and how energy consumers see their relationship with power providers changing. In many ways this transformation goes hand-in-hand with the others mentioned, with more informed and passionate customers, digital tools and Beyond the Meter (BTM) programs creating new opportunities, and more.
Keeping two steps ahead of what the world of the Customer Experience (CX) for utilities looks like is a full-time job given the accelerating pace of new opportunities arising. To help community members stay on top of the latest and greatest technologies and programs, Energy Central is excited to welcome a new member to the Network of Experts in the Customer Care Community. Please welcome to the community Bob McCallister, Senior Vice President of Sales at Ibex.
Bob brings a wealth of knowledge to this space and the insights he’ll provide to the Community will be critical in navigating the maze of future utility opportunities. To kick off that information-sharing process, Bob sat down to participate in the traditional Energy Central Power Perspectives ‘Welcome New Expert Interview Series.’’
Matt Chester: Bob, we’re very excited to welcome you to our Network of Experts. It’s traditional for us to initiate you by featuring an interview with you so our community knows who you are and where your expertise lies. So to start with the basics, tell us a bit about your background, how you got involved with ibex, and what role you play in the utility sector?
Bob McCallister: I started in the telecommunications industry in 1983, yes 40 years ago! Of those years, 35 of them were in the Business Process Outsourcing (BPO) and Customer Contact Center space.
I have been with ibex since 2016, focusing primarily in the Telcom and Utilities space, helping to bring innovation centered around reducing the costs of delivering a world class customer experience in customer service or CX.