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Call Center Round Table

The Call Center Round Table is part of the Customer Solutions Conference.  This conference is conducted annually.

 

September 14-16, 2008

Omni Park West Hotel

Dallas, Texas

 

2008 Chairmen

 

2008 Agenda

Sunday September 14

Welcome to the Conference Reception

Monday September 15

7:00 - 8:00               Continental breakfast

8:00 – 9:30 am       General Session I

                                         

Welcome and Opening Remarks – Chris Baker – Laclede Gas Company

Enterprise Approach to Customer Service

Jeff Hardgraves, Vice President – Atmos Energy

  • Customer Service Initiative
  • Enterprise approach
  • Employee engagement
  • Barriers to alignment
  • Key outcomes of service initiatives
  • How customer service drives business performance
  • Opinion survey comparison 2002 vs. 2007
  • Key management communications.

9:30 – 10:00 am       Break with Exhibitors

10:00 – 11:00           General Session II - Interactive Exercise Between all Roundtables (continuation of General Session I)

Discussion Outline

  • Define customer service success within your organization
  • Describe barriers you encounter to achieve this level of customer service
  • What steps has your organization taken to get ALL employees engaged in achieving customer service success
  • What are some solutions to achieving customer service success
  • Call escallations
  • Home agents
  • Rewards
  • Personality based scripting

11:00 – 11:45              Group Discussion Summary

12:00 – 1:30                 Lunch with the Vendors

1:30 – 2:15                   General Session III

                                      

Topics/presentation to be determined

2:15 – 2:30                    Break

 

2:30 – 4:30                    Roundtable Breakout Sessions

  • Call Center
  • Credit and Collections
  • Customer Field Service
  • Marketing
  • Technology

Call Center Round Table Break Out Discussion Outlne

  • Reward and Recognition
  • Home Agents
  • First Call Resolution
  • Call Escalation
  • Marketing (Commercial Customer and Builder) Contact Centers
  • Across the board all energy prices are steadily increasing. I’m working on a team to develop a plan for helping our customers deal with high natural gas prices. We already have in place several programs such as:
    • Equalized Payment Plan
    • Short-term payment agreement
    • Deferred payment agreement and stockholder contribution to a heating assistance fund
    • Conservation tips
    • Web-based bill analyzer...etc.  
    What are other member companies offering to customers to help them manage/pay their bills? Do companies have disconnection weather restrictions, weatherization give-aways? What are acceptable ways to establish credit to start service with your company? How do you determine the amount of security deposit if one is required? Any ideas will be appreciated.

 

Tuesday September 16

8:00 – 9:15                      General Session - Roundtable Wrap Up Summary

                                         

  • Closing remarks and thanks for participation – Chris Baker, Laclede
  • Description of field trip to Waco/ comments about next year’s conference – Claire Taylor, Piedmont

9:30                                   Depart on bus for Waco

11:30 – 12:30                  Working lunch with Call Center Presentation

                                           Dave Floden, Atmos Energy

12:30 – 1:30                   Atmos Call Center Tour in Waco Texas (approximately 100 miles south of Dallas)

1:30 – 2:30                      Question and Answer Session with Various Call Center Personnel

2:45                                   Return bus trip to Dallas

4:30                                   Anticipated arrival back in Dallas - Conference adjourns

 

 

Wrap-Up to the 2007 Call Center Round Table

Presentations from this Meeting:

First Call Resolution - Julie Petty, Florida Public Utilities Co.

Measurement that Matters: The Practical Application of Contact Center Metrics" - Tommy Harrison, Partner, Harmon Voice

Atmos Executive Dashboard Reporting Follow-Up - Craig White and Don Reynolds, Atmos Energy

2007 Call Center Table Outline

  • Quality of Service
    • Point of service surveys (CSRs or web)
    • First call resolution
    • Monitoring software
    • Quality service assessments
    • Rep objectives
 
  • Contact Center Metrics
    • Presentation: "Measurement that Matters: The Practical Application of Contact Center Metrics" - Tommy Harrison, Partner, Harmon Voice
    • Key statistics
    • Reporting software
    • Dashboards
       
  • First Call Resolution
  • Other
    • Communications - Inter-departmental
    • Attendance and punctuality
    • Accountability
    • Burnout
    • Rewards and recognition for Supervisors
    • Moving a contact center from a value center to a profit center
    • Home base agents
    • What are companies doing to create a customer service culture
    • Employee morale - how to measure
    • What metrics are most important?

 

Sponsored By

Call Center Interest Group Steering Committee

 

More Information About This Interest Group

Call Center Operations Interest Group

 

SGA Contact

Mike Grubb (mgrubb@southerngas.org)

 

 

This page updated June 4,, 2008