April 9, 2019 | 8:00 AM - 3:00 PM
7:30 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, Director of Customer Service, New Jersey Natural Gas
8:30 AM – 9:15 AM
Don’t Measure Performance, Develop Engaged Employees
Speaker: Barb Powers, Specialist Leader, Deloitte Consulting LLP
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.
Speakers: AES Speaker TBA & Hattie Winter, West Monroe Partners
AES is developing a Utility of the 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 presenters will discuss critical stakeholder interactions during the initial stages of this strategy, and key outcomes. They will also provide entertaining insights that capture some of the “aha” moments during the process. Finally, the presenters will provide a glimpse into the challenges and dynamics involved in balancing a global asset management perspective with local customer – driven strategy and results.
Speaker: David Worth, Divisional CIO for Smart Grid Operations, Portland General Electric & Brian Mcternan, Senior Manager, 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: