April 9, 2019 | 8:00 AM - 3:00 PM
7:00 AM - 8:00 AM
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.
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.
Speakers: David Worth, Divisional CIO for Smart Grid Operations,
Portland General Electric & Brian Mcternan, Sr Mgr, Accenture
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
We will close with a review of today’s session and completion of surveys.
If you have a Synergy Group question, please contact: