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4th Utility Call Center Operational Excellence

Empowering Agents and Transforming into an Omni-Channel Contact Center to Surpass Customer Service and Enterprise Requirements

14-15 Sep 2016
Marriott at Vanderbilt University | Nashville, TN, United States of America


Why You Should Attend

4th Utility Call Center Operational Excellence

This premier marcus evans conference will provide attendees with the tools and tactics to surpass performance targets, enhance programs and processes, attain greater program participation, and exceed the expectations of modern day customers. Learn to enhance workforce management practices, reduce agent attrition, and advance training strategies to engage and empower representatives to exceed performance goals, and provide quality customer service to maintain and enhance member relationships.

This premiere marcus evans conference is a high-intensive, two day forum that will focus entirely on the day-to-day demands of the utility contact center. Attendees will benefit from single-track case study presentations, networking opportunities, and Q&A with top electric, gas, and water utilities experts.

Key Topics

  • Transform into a multi-channel contact center to deliver optimal experiences and services to the customer
  • Implement a comprehensive proactive outage communication system to exceed expectations and create awareness
  • Utilize interactive voice recognition to maximize speech analytics and enhance contact center quality assurance
  • Develop rigorous coaching management processes to guide staff through system changes to avoid inconsistency and increase workflow process
  • Ignite agent passion and inspiring a customer care team to unlock employee potential, reduce attrition, and create optimal customer experiences

    • Previous Attendees Include

    Ameren Missouri, Austin Energy, Baltimore Gas & Electric, Citizens Energy Group, CPS Energy, Direct Energy, DTE Energy, Duke Energy, Enbridge Gas Distribution, Entergy Texas, First Choice Power, Garland Power & Light, Georgia Power, Memphis Light Gas & Water, National Grid, New Jersey Natural Gas Company, Nicor National NiSource, Oncor Electric Delivery, Peco Energy, Philadelphia Gas Works, PNM Resources, Salt River Project, SourceGas, Southern California Gas Company


    Why Choose marcus evans?

    marcus evans specialises in the research and development of strategic events for senior business executives. From our international network of 63 offices, marcus evans produces over 1000 event days a year on strategic issues in corporate finance, telecommunications, technology, health, transportation, capital markets, human resources and business improvement.

    Above all, marcus evans provides clients with business information and knowledge which enables them to sustain a valuable competitive advantage and makes a positive contribution to their success.


    Event Sponsors
    Exhibitor
    First Fuel Software
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    Exhibitor
    Faneuil
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    Event Partners


    Practical Insights From

    Cindy Martin
    Call Center Manager
    Berkeley Electric Cooperative, Inc.

    Lisa Zuger
    Manager, Customer Service, Water Distribution Operations
    Water Canada

    Joe Padgett
    CCO, Director, Customer Care Operations
    LCEC

    Matt Parkhurst
    Sr. Call Center Systems Analyst IVR / Self Service Team
    Pacific Gas & Electric Company

    Stephenie Howard
    Director, Performance Management & Strategy
    CenterPoint Energy

    Ebony Whitby
    Commercial Services Supervisor
    Orlando Utility Commission

    Sharon Daugherty
    Call Handling Manger Alton Customer Service Center
    American Water

    Reese A. Hamilton
    Director, Customer Service
    Vectren Corporation

    Click Here For Full Agenda

    Voice of Our Customers
    • "marcus evans gets it. They tailor the conferences to a specific audience" - LCEC
    • "Very interesting to see how many different companies in the same industry are achieving similar goals. I thoroughly enjoyed this conference." - Southwest Gas
    • "Found this conference extremely informative. Size of group allowed for effective networking, presentations were full of excellent best practices." - New Jersey Natural Gas Company
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