When Service and Cost Are Both on the Line: How Enbridge Gas Approaches Workforce Decisions
Customer Story: Enbridge Gas.
How Enbridge Gas Ontario turned leadership questions about staffing plans into confident workforce decisions.
About
Planning with no margin for error in either direction
Running a contact center in a regulated environment is a different kind of pressure. Missing a service level is not only a performance issue. It carries financial penalties and reputational consequences. Overstaffing is not a safe fallback either, not when you are accountable for how ratepayer dollars are spent. Most contact center leaders feel one of these pressures. Regulated utility operations leaders feel both, on every plan they build.
We sit down with Les Nichols, Supervisor of Contact Center Operations at Enbridge, to talk openly about what that takes. This is a conversation about how one regulated utility approached planning accountability, built workforce decisions leadership could trust, and moved from defending numbers to standing behind them.
Whether you walk into the room with leadership or build the plan that supports that conversation, if you have ever known your numbers were solid and still had to fight for it, this session is for you.
When the stakes are non-negotiable in both directions, planning stops being a side-of-the-desk function and becomes an accountability practice.
When your numbers are right but no one believes them (yet)
Building staffing plans your leadership will act on, not audit
Making decisions ahead of the problem, not after it
What your operation isn't tracking yet, and why it's already affecting your results
Who Should Watch
This session is for leaders in environments where both service commitments and cost accountability are non-negotiable. We encourage leaders to watch alongside their WFM or planning teams to establish a shared language around planning.
Senior contact center leaders: To see how planning accountability changes what leadership is asked to approve.
Leaders in regulated industries: Utilities, healthcare and financial services, where compliance and cost are both scrutinized.
VPs and directors of operations: To gain visibility into where service and cost exposure actually sits.
WFM and planning leaders: To validate their models against how a regulated utility plans.
