2018 Utility Contact Center Symposium
September 12, 2018
Chicago, IL

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Overview

The customer contact center is the hub of all communications with your customers and should be a focal point to make immediate improvements in satisfaction including your employees. Utilities need to become experts in customer experience management by knowing their customers completely and that requires a depth of knowledge gained by getting insight from all touch points starting with the contact center. Utilities that deliver a superior customer experience will thrive, because customers expect their interactions with their utility to meet and even exceed their expectations.

The always-on, experience-first technology revolution that has disrupted so many sectors are also having the same effect on the utilities sector.  As technology and customer needs change, utility contact centers can be expensive and difficult to upgrade, but necessary. The speed of change depends on technology adoption rates and conscious utility decisions to transition customers to use more self-service channels, which lowers operating costs. While many utilities are modernizing, they struggle to apply this effort through a customer lens and are overwhelmed by adopting consumer industry approaches to their customer experience.

At this conference, customer care and contact center experts will share their innovative strategies to exceed customer and employee satisfaction by strengthening call center operations through workforce management, advanced training, technology adoption, employee incentive programs, and exceeding expectations through the ever changing demands of the customer.

Learning Outcomes

  • Explain how generational intelligence plays a key part in your customer centric contact center
  • Explore what the Contact Center of the Future looks like
  • Discuss trends across industries outside utilities
  • Explain how having current and accurate customer identity data can help you increase IVR containment, reduce costs and improve the customer experience
  • Discuss how to train agents to make the customer feel valued and offer solutions that prevent future phone contacts
  • Evaluate how linking annual appraisals to everyday call center performance increases productivity
  • Discuss the steps you can take to improve your IVR utilization rates and customer satisfaction

Credits

AP_Logo

EUCI has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).  In obtaining this accreditation, EUCI has demonstrated that it  complies with the ANSI/IACET Standard which is recognized internationally as a standard of good practice. As a result of their Authorized Provider status, EUCI is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET Standard.

EUCI is authorized by IACET to offer CEUs for this event.

 

Requirements for Successful Completion of Program

Participants must sign in/out each day and be in attendance for the entirety of the course to be eligible for continuing education credit.

Instructional Methods

Case Studies, Panel Discussions and PowerPoint presentations

Agenda

Wednesday, September 12, 2018

8:00 – 8:30 a.m. :: Registration and Continental Breakfast

8:30 – 8:40 a.m. :: Welcome Announcements


8:40 – 9:45 a.m. :: Generational Intelligence: Adapt & Connect

Much has been made about the science of emotional intelligence, in today’s world we not only need to be emotionally intelligent, we need to also understand the impact of Generational Intelligence. The most effective leaders are those who can learn to self-reflect, adapt, and connect across generations. We are now employing five generations in the contact center, employing generational intelligence will be vital to the success of leadership. In this session, come learn and grow with Fancy Mills and learn how generational intelligence plays a key part in your role as a leader.

Fancy Leigh Mills, Group Training and Content Director, HDI/ICMI

9:45 – 10:00 a.m. :: Morning Break


10:00 – 11:15 a.m. :: What Does the “Contact Center of the Future” Look Like for Utilities? 

Contact centers have a long-standing history as the primary means of customer service for almost every industry, and they continue to be indispensable. They’ve grown from being considered a necessary evil to being heralded as the most valuable asset a company has when it comes to executing customer experience (CX) strategies. Explore what the Contact Center of the Future looks like from a Strategy, Automation, and Agent perspective as well as trends across industries outside of just Energy and Utilities.

Cindy Dossett, Consulting Manager, West Monroe Partners (former Performance Assurance Manager, Vectren)

Justin Poggioli, Senior Manager, West Monroe Partners


11:15 a.m. – 12:00 p.m. :: How an Identity Driven Call Center Improves the Customer Experience and Reduces Operational Costs

 Identity is at the heart of customer interaction. If you don’t get identity right, everything else will be wrong. How are organizations able to interact with their customers when consumer data is constantly changing? This changing data impacts a utility’s ability to efficiently manage both inbound and outbound communications and the struggle between customer experience and cost. Current and accurate customer identity data can help you increase IVR containment, reduce costs for inbound and outbound calls, all while improving the customer experience.

Chris Clark, Director of Fraud, Risk and Compliance, Neustar

12:00 – 1:00 p.m. :: Group Luncheon


1:00 – 1:45 p.m. :: Linking Annual Appraisals to Everyday Call Center Performance

This session will provide an overview of the methodology utilized to implement metrics at the CSR level at PSEG. These metrics have a direct linkage to JD Power Survey diagnostic questions, support, after call survey and participation rates, along with traditional call center operational and quality metrics. Additionally, this session will illustrate how a weighting was implemented in the Billing Appraisal to account for both call center and billing work for the billing CSRs.

Fred Daum, Director, Customer Contact & Billing, PSEG Long Island


1:45 – 2:30 p.m. :: Leveraging Customer Perspective and Technology to Advance Quality

Do you feel like your Quality Assurance program needs a boost?  In this session, you’ll hear how Enbridge Gas Distribution is revamping their traditional Quality and FCR programs using a Voice of the Customer (VOC) strategy, backed with powerful Customer Experience software. You’ll see how introducing the customer perspective, in the form of experience data, in a systematic and meaningful way can generate high-velocity feedback and the learning infrastructure needed to take your contact centre to the next level.  This session will also demonstrate how VOC can deliver benefits across your organization. You’ll leave this session with actionable ideas on ways to effectively leverage the power of customer feedback.

Kristin McPhee, Customer Contact Lead, Enbridge Gas Distribution

2:30 – 2:45 p.m. :: Afternoon Break


2:45 – 3:30 p.m. :: How to Drive IVR Utilization with Customer Satisfaction

You don’t need to choose between high IVR customer satisfaction and high IVR utilization rates – you can have both. In this session, you’ll learn how Xcel Energy increased IVR utilization rates to more than 60 percent while keeping overall satisfaction with the IVR greater than 80 percent.  The philosophy is simple – design a system that’s easy to use, and customers will like and use it. You’ll learn about the value of using dynamic menus during high-volume periods, ways to improve pace and pauses to make your system easier to use, and how to create a continuous enhancement and prioritization process. You’re sure to walk away with actionable steps you can take to improve what should be your biggest call center – your IVR.

Adam Burnoski, Manager, Resource Management, Xcel Energy


3:30 – 4:15 p.m. :: Expanding What’s Possible in Self-Service with Virtual Assistants

Utilities have long used automated systems as the “welcome mat” for customers. But over time as customer expectations have risen, many automated systems have not kept up, providing an experience that many customers find lacking. In this session, Salt River Project will share how they learned through research, reflection, and collaboration that they were able to expand what was possible in self-service while providing a better (and fun!) experience for customers and keeping experienced agents handling complex customer issues.

Randon Wilkins, Manager, Contact Center Operations, Salt River Project


4:15 – 4:45 p.m. :: Utility Panel Discussion

This closing panel discussion will allow conference attendees to ask specific questions of the presenters for discussion related to how utilities can continue to improve their contact centers

Moderator:

Cindy Dossett, Consulting Manager, West Monroe Partners (former Performance Assurance Manager, Vectren)

Panelists:

Fred Daum, Director, Customer Contact & Billing, PSEG Long Island

Adam Burnoski, Manager, Resource Management, Xcel Energy

Kristin McPhee, Customer Contact Lead, Enbridge Gas Distribution

Randon Wilkins, Manager, Contact Center Operations, Salt River Project

4:45 p.m. :: Symposium Concludes

Instructors

Adam Burnoski, Manager, Resource Management, Xcel Energy

Chris Clark, Director of Fraud, Risk and Compliance, Neustar

Fred Daum, Director, Customer Contact & Billing, PSEG Long Island

Cindy Dossett, Consulting Manager, West Monroe Partners (former Performance Assurance Manager, Vectren)

Kristin McPhee, Customer Contact Lead, Enbridge Gas Distribution

Fancy Leigh Mills, Group Training and Content Director, HDI/ICMI

Justin Poggioli, Senior Manager, West Monroe Partners

Randon Wilkins, Manager, Contact Center Operations, Salt River Project

Location

Millennium Knickerbocker Hotel
163 E Walton Pl
Chicago, IL 60611

To reserve your room, please call 1-800-621-8140
Please  use Group Code 1809EUCIFF  to indicate you are with the EUCI group to receive the group rate..

Click here to book online

Room Rate:

The room rate is $239.00 single or double plus applicable taxes.

Room Block Dates:

A room block has been reserved for the nights of September 9 – 11, 2018.

Rate Available Until:

Make your reservations prior to August 10, 2018. There are a limited number of rooms available at the conference rate. Please make your reservations early.

Register

Please Note: Confirmed speakers do not need to register and are encouraged to participate in all sessions of the event. If you are a speaker and have any questions please contact our offices at 1.303.770.8800

EventEarly Bird Before
Friday, August 24, 2018
Standard RateAttendees
2018 Utility Contact Center SymposiumUS $ 895.00US $ 995.00

This event has the following related events:

2018 Utility Outage CommunicationsUS $ 1195.00US $ 1395.00

Take advantage of these discounts!

  • Attend the Conference and 2018 Utility Outage Communications and 1 workshop and pay US $ 2,395.00 per attendee (save US $ 190.00 each)
  • Attend the Conference and 2018 Utility Outage Communications and pay US $ 1,995.00 per attendee (save US $ 95.00 each)

Cancellation Policy

Your registration may be transferred to a member of your organization up to 24 hours in advance of the event. Cancellations must be received on or before August 10, 2018 in order to be refunded and will be subject to a US $195.00 processing fee per registrant. No refunds will be made after this date. Cancellations received after this date will create a credit of the tuition (less processing fee) good toward any other EUCI event. This credit will be good for six months from the cancellation date. In the event of non-attendance, all registration fees will be forfeited. In case of conference cancellation, EUCIs liability is limited to refund of the event registration fee only. For more information regarding administrative policies, such as complaints and refunds, please contact our offices at 303-770-8800