$495 Registration Fee

May 19, 2020 | 8 am - 3 pm 
Room: 203 A


7 am - 8 am

Breakfast Buffet - Ballroom C



7:30 am - 8 am 




8 am - 8:30 am

Welcome & Introduction to Contact Center Synergy Group

  Kim Rich, Customer Solutions Mgr, CenterPoint



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.

9:15 am – 10 am
Retaining Skilled Staff - Starts with YOU!
  Speakers: Eban Grasti, Regional Dir, Southern Company Gas
Unae Hutchinson, Sr HR Business Partner, BGE, an Exelon Company
  As we work together to build strong teams employees need to know that you are vested in the growth. They also need to know that you care about them. As a leader, you need to get to know your people, learn the names of their spouse, their children, their pets, etc. Once people know you care about them, they grow to care about you and the organization and they begin to perform like they are showing off.
 10 am - 10:15 am
Coffee/Tea Break
 10:15 am - 11 am
Leaders of Now and Future Mentoring Programs
  Panelists: Kinn'zon Hutchinson, Dir, Customer Ops, Gainesville Regional Utilities
Don Boysen,
Mgr Builder Services, Atmos
Diana Jenkins, Mgr, Strategic Projects, Nicor Gas

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.

 11 am - 12 pm
How Identity Data Can Turn Your IVR into A Positive Customer Experience
  Speaker: Mitchell Young, VP, Identity & Risk Solutions, Neustar

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.

12 pm - 1 pm
Lunch - Ballroom C



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

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