$349 Registration Fee

Room 130
April 9, 2019  |   8:00 AM - 3:00 PM 


7:00 AM - 8:00 AM

Continental Breakfast - Rooms 129 A/B



7:30 AM - 8:00 AM 




8:00 AM - 8:30 AM

Welcome / Introduction to Contact Center Synergy Group

Alfred Glass, Dir, Customer Service, New Jersey Natural Gas



8:30 AM – 9:15 AM

Don’t Measure Performance, Develop Engaged Employees  

Speakers: Barb Powers, Specialist Leader,  Alexis Gompf, Consultant
& Ale Trevino, Strategy & Operations, Deloitte Consulting


Studies show that happy and engaged workforce are 3 times as productive
as their counterparts. Today, employees have more options than ever for
flexible and exciting working environments. It’s imperative for contact center
leaders to leverage cutting edge technologies to drive engagement. Motivate
contact center staff at all levels through the use of gamification and automated
performance management. Observe a demo of an interactive scorecard from an
agent and supervisor point of view.

9:15 AM – 10:00 AM
Breaking Through Call Center Performance Plateaus

Speaker: Fred Daum, Exec Dir, Customer Ops, PSE&G

PSEG Long Island has engaged in an aggressive and comprehensive call center change management process. This process has yielded exceptional results when comparing 2013 to 2018 metrics. This presentation will focus on how the utility continues to utilize unique tools and analysis to gain insights into performance management which has supported significant metric improvements. These insights have resulted in challenging the traditional call center approach and creating new but appropriate metrics, goal setting, performance drivers and call quality views. PSEG Long Island has implemented a new “Consistency Quotient” to measure supervisor team and individual representative performance beyond the year to date number, along with a “Net Performer” view of call center performance to breakthrough performance plateaus. Additionally, a nontraditional Call Quality approach has been implemented that moves away from QA and Supervisor call scoring to utilizing “Voice of the Customer” to create a quality score.

 10:00 AM - 10:15 AM
Break – Refreshments in foyer 
 10:15 AM - 11:00 AM
Customer Experience Drives Utility of the Future Strategy
  Speakers: Hattie Winter, Mgr, Customer Experience - High Performance Contact Center & Justin Poggioli, Sr Mgr, Customer Experience- High Performance Contact Center, West Monroe Partners
   West Monroe Partners are developing a future strategy that embeds customer experience at its heart.  This initiative includes the development of a customer experience strategy and framework with customers, employees and leadership.  Early outcomes include a customer-centric rally cry to engage employees, customer driven guiding principles, a customer lens to drive new investments, new processes and sustainable culture throughout the organization.  The presenter will discuss critical stakeholder interactions during the initial stages of this strategy, and key outcomes.  She will also provide entertaining insights that capture some of the “aha” moments during the process.  Finally, the presenter will provide a glimpse into the challenges and dynamics involved in balancing a global asset management perspective with local customer – driven strategy and results.
 11:00 AM - 12:00 PM
Employee Experience Drives Customer Experience: PGE’s Customer Transformation

Speakers: David Worth, Divisional CIO for Smart Grid Operations,
Portland General Electric  & Brian Mcternan, Sr Mgr, Accenture

  When Portland General Electric went live in May 2018, critical business operational metrics, like average handle time and back office exception levels were meeting targets within one month.  This is thanks to the Business Enablement strategy that PGE and Accenture partnered to implement over a four-year program.  In this presentation, we will provide an overview of our leading business enablement practices for a customer transformation program, leveraging PGE as an end-to-end case study.  Key topics will include: visioning the experience and organization of the future; developing the capabilities of the leadership team; educating and upskilling employees using agile and immersive learning tools and techniques; and setting up an organizational structure that sustains the transformation benefits over time.
12:00 PM - 1:00 PM
Lunch - Rooms 129 A/B



1:00 PM – 2:30 PM

Open Forum Discussion


Attendees, this is a great opportunity to bring Hot Topics and Top of Mind issues to discuss with peers in your industry with similar interest and challenges. 


2:30 PM - 3:00 PM

Closing and Surveys

We will close with a review of today’s session and completion of surveys. 

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager