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Live Webinars from Conference 43 have now concluded.  
View "On Demand" Presentations below:

Webinar Title/Speaker

On Demand Webinars

Top Workshops from Conference 43 - Phoenix, Arizona
Title (Click title to view recording)
 02/11/20  Billing & Payments
 Innovative Pre-Payment Program Benefits
Speaker: Sheila Pressley, Dir, Customer Revenue Services, JEA

JEA will share how their Pre-Payment program has provided valuable benefits to both the customer and the utility. This Pre-Payment option is utilized as both an alternative to avoid disconnection for nonpayment and as an option for re-connection post termination. The unique aspect of this program lies in the ability of the customer to enroll in Pre-Pay with a delinquent balance and simultaneously pay for their past and future usage. JEA’s program will share how their approximate 20,500 prepay customers consume between 8% - 10% less (weather normalized and excluding disconnection periods) than post-paid customers. The energy savings result when customer leverage next-day consumption/cost data to make meaningful changes to control their utility consumption. The program's account notifications, synergy with payment assistance and the availability of arrears management options produce high customer satisfaction levels.
 01/14/20  Digital Customer
 Engaging Customers with a Smart Speaker App
Speaker:  David Ricottone, Mgr, Web Applications, Hydro Ottawa Ltd

Hydro Ottawa developed and implemented smart speakers Amazon Alexa and Google Assistant in just three weeks including building the smart speaker skill set. Released on August 1, 2018, the new skill enables customers to ask questions about their accounts, the current cost of electricity, and Time-of-Use rate periods. Customers can also inquire about current power outages, obtain conservation tips, and find out how to contact the utility. In this workshop, Hydro Ottawa will explain how it leveraged API (application-programming interface) methodology to build an engaging and useful smart device skill for customers, while safeguarding customer’ privacy and securing its customer information systems. Appreciate the richness of new customer dialogue that this skill is facilitating, the value of the data analytics and how Hydro Ottawa is using this wealth of insight to continually enhance the customer experience.
 10/08/19  Contact Center
The Path to World Class Contact Center
Speaker:  Alandya Brutton
, Manager, Customer Service,Gainesville Regional Utilities

The demands of our customers are forever changing. Utilities are often the slowest organizations to adapt. Our lack of agility and flexibility in a changing environment where our customers expect interactions with their utility to be the same as with Amazon’s of the world prevents us from reaching a world class status. This presentation will discuss how to transform a contact center from the 20th century to the 21st century and make it into a World Class Organization concentrating on people, process, & technology.
 08/13/19 Field Services
 De-Escalating Customer Conflict in the Field
Speakers:  Rick Frisby, Supervisor, Meter Field Services, Evergy
                       Jim Willis, 
President/CEO, InDev Tactical

Ensuring the safety and security of employees and customers is paramount for utilities. To achieve this, utilities are extending customer experience and de-escalation training originally developed for call center agents to meet the needs of field customer interaction. Learn how Evergy has optimized its diversion, fraud and de-escalation training curriculum, partnered with local law enforcement and raised awareness on how to approach hostile and dangerous situations more effectively.
 07/9/19   Contact Center
Transforming Hiring Practices for Superior Results in the Modern Age
Speaker:  Tim McGrath
, Director, Contact Center, Eversource Energy

Eversource has transformed its hiring practices to ensure the skills of contact center agents are properly aligned to meet the ever-changing expectations of today's customer. Learn how they have enhanced their recruiting processes, from the job description to the testing and screening phases and all the way through the interviewing and evaluation of potential candidates to identify and hire CSR’s.
Top Workshops from Conference 42 - Tampa, Florida

Title (Click title to view recording)
 02/26/19 Contact Center
Customer Representatives Taking Training to the Next Level
Speakers: Madeline Campbell, Training Supervisor, Austin Energy
                       Ronnie Mendoza,
Manager, Austin Energy

Austin Energy will present a training overview comprised of tools and techniques that help provide our contact center staff with a better understanding of how interactions with customers could get sidelined. In addition to techniques on integrating quality initiatives into system functionalities and the customer experience, attendees will also go through a compassion/values and beliefs exercise.
 02/12/19 Digital Customer

Shaping Customer Experience Using Real-Time Controls and New Rate Plans
Speaker: Connor Graham, Business Systems Analyst, London Hydro
In exploration of a new rate plan, from Time-of-Use to Critical Peak Pricing (CPP), London Hydro is piloting deploying IoT technology (smart energy hubs, smart plugs and load controller devices), a smart app and SAP billing changes to manage consumer’s energy consumption. Customers get real-time energy data, energy tips, and control appliances all from their “Trickl” app on their smartphone. This London Hydro initiative could have widespread impact across Ontario, Canada based on the piloted CPP rate plan and behavior changes associated with real-time information to reduce the electricity bill.
 11/13/18 Field Services
Mobile Work Management Benchmarking
Speakers: Lisa Nugent, Customer Service Manager, Anaheim Public Utilities

Hear how Anaheim Public Utilities implemented Mobile Workforce Management (MWM) with measurable benefits to both employees and customers. Understand how end-user-acceptance can be accelerated with input from Field Service personnel. Get an update on the recent auto-dispatching functionality implementation which allows for after-hours reconnections and the planned UI optimization efforts. The benefits of a well-executed MWM implementation are improved customer satisfaction, increased productivity and safety, reduced complexity, paper elimination, maximized the routing of service orders and reduced field service related errors.
 10/23/18  Strategies

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

Implementing a new CIS has multiple challenges: picking the right product and partners to maintain customer satisfaction; ensuring smooth daily operations during implementation; and leveraging the new system to improve business processes.

 09/26/18  Analytics
 Utilizing Big Data to Enhance SMB Customer Outreach
Speakers:  Sarah Jin, Strategic Analyst, Expert, PG&E
                        Tatihana Manning, Customer Relationship Manager, Customer Care,PG&E

PG&E piloted a personal touch program with targeted SMB customers whose recent bills had increased significantly. Customers were introduced useful tools to manage their bills, information about best rate options and energy efficiency rebate programs. Using data collected from multiple IT systems, an initial algorithm was developed to identify which customers to call. Customer representatives then reached out to these customers to review their potential of receiving a high bill and provide recommendations for action. The results of these calls were used to improve the algorithm for calls in the following month, improving the effectiveness and impact on the customers. SMB customers were appreciative of this proactive and personalized outreach. This effort, amongst others, allows PG&E to assist SMBs to feel more empowered when managing their utility bills.
 09/11/2018 Contact Center

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

It’s essential to create the right conditions for your employees to thrive within your organization. Engaging with employees at all levels is a vital part of success but is often overlooked. Managers have the data and either don’t believe the numbers will change, won’t accept the numbers, or fail to develop a strategy for improvement. This presentation will share the journey of Greater Cincinnati Water Works’ efforts to push the engagement needle through simple, yet effective ways to jumpstart their workforce. AND IT’S FREE!
 Top Workshops from Conference 41 - Fort Worth, TX

Title                        (Click title to view recording)
 03/13/2018 Field Service
Ensuring Customer Safety in Times of Natural Disasters
Speaker:  Trevor Fenton, ATCO Pipelines & Liquids

 02/13/2018 Credit & Collections
A Deep Dive Into the Collection Processes That Yield Extraordinary Results
Speaker:  Jolanda Jordan, Pinellas County Utilities

 01/25/2018 Digital Customer

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

 01/09/2018 Credit & Collections
Reducing Risk Utilizing Internal & External Credit Scoring Processes
Speaker:  Willa Hightower, PECO, an Excelon Company

 12/12/2017 Field Service
Field Service Training Strategies to Maximize Customer Satisfaction
Speakers:  Amber Lineback, Piedmont
                        Sheila Pressley, JEA
 11/30/2017 Contact Center  Linking Annual Appraisals to Everyday Call Center Performance
 Speaker:  Frederick Daum, PSEG Long Island
 11/14/2017 Contact Center
Care Center: The Next Generation
Speakers: Litza Rivera, Florida Power & Light
                       Robert Weber, Florida Power & Light
 10/24/2017 Credit & Collections
Customer-Centric Programming through Community Collaboration
Speaker: Ronnie Mendoza, Austin Energy

  Digital Customer

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

 Top Workshops from Conference 40 - Phoenix, AZ

 Date Track Title
 04/11/2017  Billing Leveraging Your E-Billing and Social Media by Adding Video
 02/14/2017  Field Customer Service
Developing a Field Customer Service Strategy
 01/10/2017  Credit & Collections
It Could Happen to Anyone: The Evolving Challenge of Phone Scams Targeting Utilities
 12/13/2016  Strategies & Management
Designing Social Media Customer Care that Scales
 09/13/2016  Strategies & Management
Managing Organizational Change: Metrics that Matter
 07/12/2016  Customer Engagement Are you Considering Live Chat?
Top Workshops from Conference 39 - Charlotte, NC 

Date Track Title
 03/08/2016  Strategies & Management Best Practices in CIS Implementation - Large Utilities
 02/09/2016  Field Customer Service Enterprise Performance Management for Field Service Crews
 01/12/2016  Customer Engagement The Social Community
 11/10/2015  Strategies & Management Best Practices in CIS Implementation - Small Utility
 10/13/2015  Billing Optimizing the Escheatment Process
 09/08/2015  Customer Engagement Transforming the Call Center - Qualitative Focus, Quantitative Results
 Credit & Collections
Collections without Disconnects
 07/14/2015  Field Customer Service Improving Customer Service through Outbound Communications
  Top Workshops from Conference 38 - San Antonio, TX

Track   Title
 4/14/2015  Strategies & Management  Best Practices in CIS Implementations
 3/10/2015  Billing  Revenue Recovery: Water Loss Programs & Beyond
 2/10/2015  Devices, Data & Analytics  Lessons Learned When Selecting Customers for a Smart Grid Pilot
 1/13/2015  Credit & Collections  Self Service Reconnection Processes
 12/9/2014  Customer Engagement  The Golden Rule Brings ComEd Closer to the Gold Standard
 11/11/2014  Credit & Collections  A Comprehensive Approach to Improving Credit & Collections
 9/9/2014  Strategies & Management  Strategies and Lessons Learned in Customer Engagement
 7/8/2014  Strategies & Management  Meter-to-Cash: Improving Customer Experience and the Bottom Line

Conference Questions

please contact:

Danise Mullendore

Workshop Manager