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CS
Week Conference workshop presentations now available online for
registered attendees!
Contact
Danise Mullendore
if you did not receive your announcement and access
instructions.
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 Conference
36 Workshop
Tracks
CS Week has been a practical source of utility education
since its origins as a CIS user group 36 years ago. The level of
information available in 1976 is dwarfed by the reality of current
utilities, and the demand for solid, proven, cutting edge information
has never been greater as we approach 2012.
To get the “whole enchilada” as we say in Texas, the workshops of CS
Week 2012 were developed along the tracks of the Customer Service
Lifecycle to provide discussions, solutions and solid information to
utilities: Smart Infrastructure; Customer Engagement; Payments; Credit &
Collections; Field Customer Service; Billing; and Strategies &
Management. Workshop speakers are selected for their knowledge of the
topic and proven ability to convey their information. Workshop formats
encourage questions and discussion. And in case you missed something of
interest to your workplace, the syllabuses are available online to
registered attendees following CS Week.
Click on a lifecycle component below to view general areas of related interest
within the track. Click on the track title below to view workshops
scheduled within the track.
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Covers various aspects of the smart
infrastructure including: transition strategies for AMR;
demand response/demand management;
dynamic/real-time/critical peak pricing options;
optimization of multiple energy sources
(gas/water/electric); integration of renewables, storage
and distributed generation (including microgrid); plug
in hybrid electric vehicles (PHEV); home area
networks/energy management systems/consumer displays and
control; leveraging 3rd party telecommunications
providers; managing time sensitive data (energy
infrastructure and customer data); cyber security and
data privacy; AMI/AMR; communications architecture;
meter inventory; pre-pay meters; meter read routing;
GIS; MDM; load management; load profiling.
Sponsored by:
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Explores current, emerging and enabling
processes and technology in: social media; customer
acquisition; customer segmentation and marketing;
channel management; IVR; CRM; web self-services; call
center software; work management; document management;
knowledge management; customer communications during
emergencies.
Sponsored by:
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Examines various payment issues related
to: credit/debit card and eCheck payments and
compliance; walk-in and kiosk payments; lockbox
operations; treasury functions; cashier workstations;
payment processes; electronic billing and payment;
remittance function; consolidated billing and payments.
Sponsored by:
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Considers
new issues and best practices in the areas of: credit
and collections processes; credit and collections
software; 3rd party collections; behavior modeling and
scoring; data analytics; disconnect for non-payment;
revenue assurance; skip tracing; low income credit and
collection practices.
Sponsored by:
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Concentrates on the various aspects of
field operations including outage management; materials
management; mobile workforce management; GIS;
communications architecture; GPS; broadband; dispatch;
routing; scheduling.
Sponsored by:
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Focuses on all
aspects of residential, commercial and industrial
billing including: billing processes; wholesale billing;
billing for other services; consolidated bills.
Sponsored by:
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Focuses
on trends from a people, process and technology perspective by sharing
information related to planning, strategies, trends and management of the
Customer Experience Lifecycle.
Sponsored by:
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Presentations by winning utilities in each of the four
Expanding Excellence categories: Best CIS Implementation, Best Smart Infrastructure/Grid
Project, Innovation in Customer Service and Innovation in Extending a Legacy System.
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Exhibitor forum for
informing utility personnel about their products and services and
client success stories. |
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