May 19, 2020 | 8 am - 3 pm
Room: 203 A
7 am - 8 am
7:30 am - 8 am
8 am - 8:30 am
Welcome & Introduction to Contact Center Synergy Group
8:30 am – 9:15 am
Improve Contact Center Performance with Cultural Changes
Speaker: Timothy McGrath, Dir, Contact Center, Eversource
Today’s utility call center structure and workforce dynamics don’t look like their predecessors 20 years ago. Progressive utilities, like Eversource, are adopting smart, modern cultural changes, using data analytics to enhance CX and reduce costs and deploying positive social engineering to increase employee morale and buy-in. Hear about organizational changes that are driving performance, efficiency, cost savings, CSAT and employee accountability and morale. Our speaker’s highly-rated 2019 workshop forms the foundation for this update. His presentation will focus on the meaningful steps this utility is taking to revitalize and invigorate its workforce and the ways agents are interacting with customers.
Internal mentoring programs can help educate, motivate and groom employees for roles of greater responsibility both now and in the future. Solid programs raise awareness and build leadership character traits for those willing to network and cross pollinate with willing resources ready to help develop others. See the mentoring programs offered at several utilities and the organizational results they are driving.
With its Get-To-Zero corporate initiative to minimize the need for live agent calls, PSE needed a more efficient way to correctly identify inbound customers and confidently deliver outbound communications, knowing that on average 20% of utility customer phone data is wrong and that purposely calling incorrect numbers is a TCPA violation. The utility also wanted to enhance its overall customer experience without increasing the cost and strain on live call center agents. This meant simultaneously improving caller identification while reducing live agent costs. In their solution, PGE is using Neustar’s Phone Management Services to both mitigate TCPA risk exposure and upgrade call center operations and the CX.
1 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 industry peers who have similar interest and challenges.
2:30 pm - 3 pm
We will close with a review of today’s session and completion of surveys.
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