marcus evans north america conferences

5th Contact Center for Utilities Operational Excellence Conference

Enriching Customer Experience through Continuous Improvement and Engaging Technology

12-14 Sep 2017
Embassy Suites, New Orleans, LA, United States of America

Conference Workshop

Transforming Performance Metrics into Viable Goals and Affirmations to Further Develop Call Center Productivity

An in-depth look into PSEG Long Island's performance management program, which looks to link appriasals to everyday call center performance.

Workshop Moderator: Frederick Daum

Company: Director Customer Contact & Billing - PSEG Long Island

Conference Workshop

Maximizing Contact Center Technology Uses to Ensure Profitablility when Incorporating New Platforms

Dive into all appliciable technology used in the industry from IVR to social media. Learn hot to create a robust omnichannel service with tow way engagement for customers without making any large technological changes.

Workshop Moderator: Ferdinanda Taylor

Company:VRU/IT Analyst, Call Center Technologies - Southern Company

Why You Should Attend

5th Contact Center for Utilities Operational Excellence Conference

Engaging with customers from different platforms and with specialized end goals is one of the many purposes for contact centers in the utility world, unlike other industries the oil and energy market has an omnipresent role in the lives of their customers. In return the public expects top of the line, highly technological and efficient interactions with their perspective utility.

This conference will address the trends and challenges in providing omnichannel, omnipresent services to customers while providing solutions to productivity and efficiency losses.

Key Topics

  • Shift Through Popular Technologies Methodically to Surpass Popularity Clutter with Berkeley Electric Cooperative
  • Revamp Training Content to Create a Fast Paced and High Performing Workforce with Just Energy
  • Maximize IVR use to Optimize Customer Experience and Journey with Pacific Gas & Electric
  • Target Contact Center Efforts and Investments to Maximize Data Interpretation and Management with CenterPoint Energy
  • Improve Customer Experience and Differentiating between Experience and Service to Ensure Better Customer Management and Satisfaction with American Water
  • Previous Attendees Include

    Aqua America, Berkeley Electric, Bermuda Electric Light Company Ltd., Con Ed, CPS Energy, Delta Montrose Electric Association, Duke Energym, Duquesne Light Company, Faneuil Inc, Glades Electric Coop, Knoxville Utilities Board, Liberty Utilities, Los Angeles Department of Water and Power, Memphis Light Gas & Water,
    Middle Tennessee Electric Corporation, Oracle, Orange & Rockland Utilities, Pacific Gas & Electric Co, Philadelphia Gas Works, Santee Cooper, Southern Maryland Electric Co-op

    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
    Ulysses Learning
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    Silver Sponsor
    BPA Quality
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    Noble Systems
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    Energy Care
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    Event Partners

    Practical Insights From

    Nichole Owens
    Director of Customer Care Center

    Thomas Torchia
    Call Handling Manager
    American Water

    Mark Davidson
    CSBO Systems Analyst
    Pacific Gas & Electric

    Peter Persson
    Director Digital Customer Initiative

    Ferdinanda Taylor
    VRU/IT Analyst, Call Center Technologies
    Southern Company

    Stephanie Howard
    Director, Performance Management & Strategy
    CenterPoint Energy

    Cindy Martin
    Call Center Manager
    Berkeley Electric Cooperative, Inc.

    Jeff Ellis
    Director Contact Center Planning and Analytics
    TXU Energy

    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:

    John Hummel

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

    312-540-3000 Ext: 6327
    Fax: 312.894.6304