2nd Annual Contact Center Management for Utilities (PB380)

Venue: Doubletree Guest Suites Chicago-Downtown

Location: Chicago, Illinois, United States

Event Date/Time: Sep 24, 2003 End Date/Time: Sep 25, 2003
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Now more than ever utilities are faced with the dual challenges of trying to ensure the highest level of customer satisfaction while at the same time carefully monitoring productivity and costs. Utility companies that are scoring highest in customer satisfaction are often the very ones leading the industry in world-class contact center management, corporate cultures that drive excellence in service, or simply the implementation of the finest management tools and proven business practices for superior results.

CBI’s Second Annual Contact Center Management for Utilities conference focuses squarely on how to improve efficiencies and quality of customer service, how to provide exceptional customer care while reducing costs, and how to make best use of metrics available to assess customer satisfaction with service performance. The program includes:

-A Keynote Address by Todd Arnold, Vice President of Customer Strategy and Call Center Services at Cinergy. Mr. Arnold will talk about how Cinergy managed to reduce costs by 30% in four years while at the same time winning national awards for customer satisfaction.

-Case study strategies for building optimal performance into web, email and IVR/Voice recognition systems, and proven methods to effectively drive customers to automated services without driving them away.

-Case study innovations in building fully integrated Contact Center powerhouses and achieving excellence in multi-channel service delivery, including sound usability tools for measuring outcomes.

Plus! Choose from two pre-conference workshops:

Workshop A Tailoring Voice Response Technology to Work for Utilities
Workshop B Best Practices for Outsourcing Your Contact Center