Bridging the Gap
At Oklahoma Natural Gas, contact center agents get to see customer service in action with ride-along program
Oklahoma Natural Gas believes empowered teams create better customer experiences. That’s why the company developed a ride-along program in which contact center agents have the chance to step away from the phone and into the field with seasoned technicians.
The program is aimed at strengthening customer service and deepening employee knowledge. During these ride-alongs, agents get a front-row seat to real-world operations—witnessing everything from meter servicing to emergency responses. This in-person experience bridges the gap between customer calls and field work, equipping agents with a more complete understanding of service processes.
But the agents aren’t the only beneficiaries, according to company leaders. “This was a great opportunity for agents to get out and see a different side of our business while allowing our field employees to ask questions about what our agents do,” Cynthia Johnson-Ramirez, contact center manager, told American Gas. “It was a very effective partnership.”
What’s more, the impact is immediate. Contact Center agent Julie described the experience as eye-opening. “Each customer visit was different, and it was a great opportunity to be in the field and get a better look at how we operate,” she said.
By fostering collaboration between departments, Oklahoma Natural Gas says it aims to enhance every customer interaction with firsthand knowledge and deeper expertise. According to the utility, this initiative is one more way it is investing in service excellence.