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2nd Annual Utility Call Center Operational Excellence

Maximizing Call Center Quality to Enhance Overall Customer Experience and Exceed Workforce Fulfillment

9-10 Sep 2014
The Florida Hotel and Conference Center - Orlando, FL, United States of America

Why You Should Attend

2nd Annual Utility Call Center Operational Excellence

The marcus evans 2nd Annual Utility Call Center Operational Excellence Conference is a highly-intensive, two day forum that will focus entirely on the day-to-day demands that utility call centers face. Contact center directors and managers attending will discover innovative strategies to strengthen the call center atmosphere through workforce management, advanced training, employee incentive programs, and exceeding customer expectations through self-service options.

Benefit from single-track case study presentations, networking opportunities, and Q&A time with top electric, gas, and water utility call centers. Attendees will be afforded with a unique opportunity to interact with speakers and their peers in a classroom-style setting that will encourage audience engagement and participation.

Seating at this event is strictly limited to maintain an intimate educational environment that will cultivate the knowledge of all participants.


Key Topics

  • Exceed customers' expectations by increasing overall online presence and promoting social media usage with Alabama Power
  • Improve workforce management and new hire onboarding through ComEd's advanced coaching and feedback to decrease employee uncertainty
  • Engage with the customer by training reps to be personable and friendly be recognizing the importance of being conversational via Duke Energy
  • Transform the call center into a multi-contact center by offering various channels through Entergy's extensive renovation plan
  • 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
    Oncor Electric Delivery
    Peco Energy
    Philadelphia Gas Works
    PNM Resources
    Salt River Project
    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
    Silver Sponsor
    Global Contact Services
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    Panel Partner
    In Contact
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    Business Development Partner
    Twenty First Century Communications
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    Event Partners

    Practical Insights From

    Suzanne Thornton
    Director, Call Center Operations
    DTE Energy

    Phil Sharp
    Director, Customer Service Centers and Credit

    Karen Blankenship
    Manager, Training and Quality Assurance
    Duke Energy - Customer Contact Operations

    Latanza Adjei
    Customer Care Center Director
    Georgia Power

    Debra Russell
    Customer Response Division Director
    Seattle Public Utilities

    Richard Shaw
    Care Center Senior Business Project Manager

    Wesley Higgins
    Customer Service Operations Support and Online Services Manager
    Alabama Power

    Vickie Newkirk
    Customer Care Supervisor
    Colorado Springs Utilities

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    Event Contact

    For all enquiries regarding speaking, sponsoring and attending this conference contact:

    Robin Yegelwel

    455 N. Cityfront Plaza Dr.
    9th Floor
    Chicago, IL 60611

    (312) 894-6306
    Fax: (312) 894-6304