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Top Rated Workshops

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Top Workshops from Conference 43 - Phoenix, AZ

DATE           TRACK               TITLE

2/11/20

Billing & Payments

Innovative Pre-Payment Program Benefits

Speaker: Sheila Pressley, Dir, Customer Revenue Services, JEA

1/14/20

Digital Customer Engagement

Engaging Customers with a Smart Speaker App
Speaker: David Ricottone, Mgr, Web Applications, Hydro Ottawa Lt
d

10/08/19

Contact Center

The Path to World-Class Contact Center
Speaker: Alandya Brutton, Mgr, Customer Service, Gainesville Regional Utilities​

8/13/19

Field Services

De-Escalating Customer Conflict in the Field
Speakers: Rick Frisby, Supv, Meter Field Services, Evergy
                 Jim Willis, President/CEO, InDev Tactical

7/9/19

Contact Center

Transforming Hiring Practices for Superior Results in the Modern Age
Speaker: Tim McGrath, Dir, Contact Center, Eversource Energy

Top Workshops from Conference 42 - Tampa, FL

DATE           TRACK               TITLE

2/26/19

Contact Center

Customer Representatives Taking Training to the Next Level
Speakers: Madeline Campbell, Training Supv, Austin Energy
                 Ronnie Mendoza, Manager, Austin Energy

2/12/19

Digital Customer Engagement

Shaping Customer Experience Using Real-Time Controls and
New Rate Plans

Speaker: Connor Graham, Business Systems Analyst, London Hydro​

11/13/18

Field Services

Mobile Work Management Benchmarking
Speakers: Lisa Nugent, Customer Service Mgr, Anaheim Public Utilities​

10/23/18

Strategies

Best Practices in CIS Implementation
Speakers: Sandra Broughton, Dir, Customer Experience, Southern Company Gas
                 Cindi Reyes, Dir, IT Operational Excellence, Southern Company​

9/26/18

Analytics

Utilizing Big Data to Enhance SMB Customer Outreach
Speakers: Sarah Jin, Strategic Analyst Expert, PG&E
                 Tatihana Manning, Customer Relationship Mgr, Customer Care, PG&E​

9/11/18

Contact Center

Free, Yes Free, Ways to Create a Culture of Engagement
Speaker: Erin Owen, Asst Mgr Contact Center, Greater Cincinnati Water Works

Top Workshops from Conference 41 - Fort Worth, TX

DATE           TRACK               TITLE

3/13/18

2/13/18

1/25/18

Field Services

Ensuring Customer Safety in Times of Natural Disasters
Speaker: Trevor Fenton, ATCO Pipelines & Liquids

Credit & Collections

A Deep Dive Into the Collection Processes That Yield Extraordinary Results
Speaker: Jolanda Jordan, Pinellas County Utilities​

Digital Customer Engagement

Leveraging Social Media and Video to Secure Customer Engagement
(Prior title: Viva Las Video: Is Video the New "King" of Social Content)
Speaker: Dan Seguin, Hydro Ottawa Limited​

1/09/18

Credit & Collections

Reducing Risk Utilizing Internal & External Credit Scoring Processes
Speaker: Willa Hightower, PECO, an Excelon Company

12/12/17

Field Services

Field Service Training Strategies to Maximize Customer Satisfaction
Speakers: Amber Lineback, Piedmont
                 Sheila Pressley, JEA​

11/3017

Contact Center

Linking Annual Appraisals to Everyday Call Center Performance
Speaker: Frederick Daum, PSEG Long Island​

11/14/17

Contact Center

Care Center: The Next Generation
Speakers: Litza Rivera, Florida Power & Light

                 Robert Weber, Florida Power & Light​

10/24/17

Credit & Collections

Customer-Centric Programming through Community Collaboration
Speaker: Ronnie Mendoza, Austin Energy​

8/22/17

Digital Customer Engagement

Delivering the Customer Experience in an Omni-Channel World
Speakers: Reese Hamilton & Andy Higgins, Vectren Corporation

2612 W Lamberth Rd, Ste 300
Sherman, TX 75092-5183
903-893-3214 tel | 903-893-6136 fax

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