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3rd Utility Call Center Operational Excellence

Exceeding Customer and Workforce Expectations through Increased Channel Options and Performance Measurement

14-16 Sep 2015
Grand Hyatt San Antonio - San Antonio, TX, United States of America

Conference Workshop

Workshop A: Strengthening Quality Assurance & Customer Engagement with Speech Analytics

Conference Workshop

Workshop B: Enhancing Training Programs & Management Style to Reduce Attrition & Strengthen Workforce Optimization

Why You Should Attend

3rd Utility Call Center Operational Excellence

This leading marcus evans 3rd 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. Attendees will discover innovative strategies to strengthen the call center atmosphere through workforce management, advanced training, employee incentive programs, and exceeding customer satisfaction through the ever changing demands.

Leading practitioners will provide insight on transforming utility call centers operations into a mutli-channel contact center by focusing on new technology and the processes to integrate, manage and structure it to meet customer expectations.



Key Topics

  • Decrease call volume & identify call patterns to exceed customer expectations through Interactive Voice Response with Berkely Electric Cooperative, Inc.
  • Maximize speech analytics in order to enhance call center quality assurance with Oncor Electric Delivery
  • Strengthen call center operational performance by boosting employee moral to reduce agent uncertainty with ComEd
  • Meet the growing demands of the customers by transforming into a multi-contact center with Austin Energy/Austin 311
  • Broaden online presence and the use of social media to meet customer demands and expectations with Bluebonnet Electric Coeperative
  • Previous Attendees Include

    DTE Energy, Duke Energy-Customer Contact Operations, Seattle Public Utilities, Omaha Public Power District, Georgia Power, Entergy, Gas South, UGI Utilities Inc., Colorado Springs Utilities

    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
    West Corporation
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    Event Partners

    Practical Insights From

    Phyllis Batson
    VP Customer Accounts & Operations
    CPS Energy

    John Fitterer
    Director, Customer Care Center

    Pamela J Wheat
    Director of Customer Service and Solutions
    Oncor Electric Delivery

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

    Richard Castillo
    Customer Service Manager
    Austin Energy | Austin 311

    Ebony Whitby
    Commercial Services Supervisor
    Orlando Utility Commission

    Marc Perez
    Manager of Member Services - Call Center
    Bluebonnet Electric Cooperative

    Donna Mann
    Manager Customer Operations
    Pepco Holdings, Inc.

    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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    Event Contact

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

    Nicolette Fiordirosa

    The NBC Tower
    455 North Cityfront Plaza Drive (9th Floor)
    Chicago, IL 60611

    Fax: 312-894-6304