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April 27 - May 1, 2015   |   Charlotte Convention Center   |   Charlotte, NC


CS Week Second Tuesday Webinars

CS Week Second Tuesday Webinars


Sponsored by

CS Week Second Tuesday Webinars | Simple Energy


Featuring top-rated speakers addressing the hottest topics in utility customer engagement.


CS Week continues to expand its educational and communications outreach through social media and fresh technologies. These free webinars are scheduled for the second Tuesday of every month.


For someone who has never attended CS Week, the live webinars are a sample of the quality and content of the 60-plus Conference workshops. Managers who attend regularly are already using Second Tuesday to share a work-related webinar with their employees and then discuss its applicability to their utility.



Click on a presentation title for additional information and to register now.



December 9, 2014

Tuesday | 2:00 pm ET

Customer Engagement

The Golden Rule Brings ComEd Closer to the Gold Standard

Frank Scumacci, General Manager, eChannels, ComEd



January 13, 2015

Tuesday | 2:00 pm ET

Credit & Collections

Self Service Reconnection Processes

Keith Jennings, Director, Enterprise Applications, Energen Corporation



February 10, 2015

Tuesday | 2:00 pm ET

Smart Infrastructure

Lessons Learned When Selecting Customers for a Smart Grid Pilot

Gail Allen, Sr Manager, Customer Intelligence, Kansas City Power & Light Company



March 10, 2015

Tuesday | 2:00 pm ET


Revenue Recovery: Water Loss Programs & Beyond

Herb Firsching, Interim Director of Customer Operations, Gainesville Regional Utilities



April 14, 2015

Tuesday | 2:00 pm ET

Strategies & Management

Best Practices in CIS Implementations

Hydro Ottawa Limited

Mandi Lesher, Consumer Services Manager, Intermountain Rural Electric Association


On Demand (click title to view archived presentation)



A Comprehensive Approach to Improving Credit & Collections
Strategies and Lessons Learned in Customer Engagement


Meter-to-Cash: Improving Customer Experience and the Bottom Line


Canadian Smart Meter Programs


The Magic of Setting Appointments


Delivering Traditional Prepay with Smarter Technology


Best Practices in CIS Implementations (Small Utility)


Green Button Update

Optimizing Customer Receipt of Energy Assistance Through Outreach
Effective Credit & Collections Strategies
Getting Better with a Little Help from My Friends

Connecting Our Customers to a Smart Energy Future


Managing Collections in Tough Economic Times


Implementing Bill Presentment and Redesign


Driving Customer Service Excellence through a Strategic Customer Service Plan


Engagement, Empowerment, Efficiency: A Demand-Side Strategy for an Energy Smart Customer


Creating a Corporate Culture of Coaching


Integrating Customer, Mobile Workforce, and GIS Systems


CIS Implementation Case Studies


Best Practices in Quality Management


Building a Customer Centric Website


An Independent Smart Meter Validation Study


Revenue Assurance in an AMI/AMR Age


Impact and Value of Dynamic Pricing


Transforming the Role of CSR to Meet the Changing Needs of Your Business


Utility Customer Service through Social Media


CIS Implementation Case Study


Effective and Engaging Training Techniques


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