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May 19, 2009 |
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Agenda
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Tuesday, May 19 |
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8:00 am |
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Breakfast |
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8:30 am |
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Welcome and Introduction |
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Objectives and Goals |
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Sylvia Arnold, CPS
Energy |
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Alisa Mann, Las Vegas
Valley Water District |
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9:30 am |
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J.D.
Power and Associates Presentation |
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Andrew "Skip" March, J.D. Power
and Associates |
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Sandra Nobile-Currans,
CPS Energy |
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10:30 am |
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Networking Break |
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11:00 am |
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Ice
Breaker Exercise |
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11:30 am |
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Lunch
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12:30 pm |
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Workforce Management Presentation |
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How has automation helped
you improve your operation; what challenges do you face
with your call center workforce, hours of operation and
call volumes |
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Panel discussion by
several utilities |
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1:30 pm |
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Ice
Breaker |
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2:15 pm |
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Open
Discussion on Call Center Synergy - future direction
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3:00 pm |
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Wrap
up |
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