Many utilities are examining the implementation of technologies that offer attractive cost/benefit ratios. This session will discuss increasing the customer usage of self service websites; advancements in the deployment of interactive voice response systems (IVR) and speech recognition; quality systems in call centers including call monitoring; enhanced field service using mobile data; and various billing solutions for new billing issues.

Joseph A. Forline has worked for PSE&G for more than 23 years, including division manager of gas operations and management positions in gas engineering and appliance services. He assumed key leadership roles in PSE&G's total quality programs, WorryFree contract expansion, gas construction efficiency efforts and damage prevention programs. He is a 20 year member of the American Gas Association and has been appointed to the EPRI Energy Efficiency Initiative Executive Committee. Joe earned a Bachelor of Science in engineering from Rutgers University-College of Engineering, and an MBA from Rutgers University in Camden. He is a graduate of the University of Michigan Executive Development Program.

Other sessions include:

What is Your CIS Strategy?

Energy Efficiency - Leading the Parade

About Building Customer Excellence

The New Prosumer

Credit and Collections Success: Leveraging Your CIS to Combat the Growth in Uncollectibles

AMI/MDM Shootout

How Customer Expectations are Driving a New Vision for Electric Utilities

The Changing Landscape of Contact Centers