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Customer Service Week
July 9, 2008
2:00 PM Eastern
Contact center employees face many challenges every day, including multi-tasking, customer complaints and heavy call volumes. In an effort to reward this key department for being a crucial aspect of the utility business, a number of contact centers across the U.S. participate in an annual weeklong celebration of customer service employees.
Consultant, speaker, and author specializing in the human side of customer service management, Barbara Burke, will provide a number of practices utilities can implement to make this week a success. Also, attendees will hear two utility’s experience in celebrating Customer Service Week.
Chartwell’s Webinar on Customer Service Week will feature best practices in creating an atmosphere of appreciation that lasts year-round.
Speakers:
- Bev Hughes, Residential Customer Service Administrator, Orlando Utilities Commission (OUC)
- Barbara Burke, Principal, Barbara Burke & Associates, Inc.
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*The agenda may change at any time without notice.
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Winning Customer Support for Vegetation Management
July 16, 2008
2:00 PM Eastern
Electric utilities need more than tree trimming expertise to operate successful vegetation management programs. Progressive companies recognize the importance of balancing the interests of property owners with the fundamental responsibility of protecting power lines. Maintaining open lines of communications with customers, governments and interest groups is essential to utilities’ efforts to reduce tree-related outages in a cost-effective manner.
Chartwell’s Webinar on Winning Customer Support for Vegetation Management will highlight innovative communications, public relations and education efforts in this area.
Speakers:
- Lisa Randle, Senior Program Manager, Pacific Gas & Electric Company
- Saul Lopez, Forestry, Facility Locating, Right of Way and Surveying, We Energies
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*The agenda may change at any time without notice.
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First Contact Resolution
July 23, 2008
2:00 PM Eastern
One of the elements for high customer satisfaction is resolving problems and issues quickly and on the first contact. While utilities previously wanted to expedite customer calls as swift as possible, there is a growing initiative for agents to spend more time on the phone to ensure the customer’s problems are settled the first time around. Industry experts agree higher first contact resolution (FCR) rates will lead to higher customer satisfaction.
Measuring FCR can range from customer surveys, quality assurance monitoring and other methods. Chartwell’s Webinar on First Contact Resolution will explore what utilities are doing to measure, monitor and improve their FCR.
Speakers:
- David Pitts, Project Manager – Customer Satisfaction Department, Georgia Power
- Arthur (Art) Sedestrom, Principal Consultant, PA Consulting Group
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*The agenda may change at any time without notice.
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Low-Income Energy Efficiency Programs
August 6, 2008
2:00 PM Eastern
Getting low-income customers excited about energy efficiency can be challenging, especially as the number of low-income households grows. More utilities are tasked by their local commissions to include this customer class in their efficiency programs because low-income families are particularly susceptible to high and fluctuating energy costs. To make matters worse, low-income housing tends to be less energy efficient. It's not enough to help the customer pay the bill on the back end; forward-thinking utilities help these customers reduce their bills on their front end by curbing wasteful energy usage.
Unfortunately, there are challenges in reaching and communicating with low-income customers, as well as determining which types of programs and messages are most effective.
Chartwell’s Webinar on Low-Income Energy Efficiency Programs will illustrate best practices from successful utilities in addressing the energy needs of low-income households. These utilities will provide expert advice and lessons learned from their well-established efforts to achieve low-income participation in efficiency programs.
Speakers:
- Angela Kline, Manager of Energy Efficiency Programs, CenterPoint Energy
- Frances Thompson, Program Supervisor, PG&E
- Melvin Philpot, Program Development Coordinator, Progress Energy
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*The agenda may change at any time without notice.
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Utility Environmental Web Sites
August 13, 2008
2:00 PM Eastern
More utilities are becoming convinced of the need to communicate proactively about environmental issues. A few cutting edge utilities have launched interactive Web sites – with unique URLs – to openly discuss their efforts in helping mitigate climate change; educate customers and other stakeholders about environmental issues; promote energy efficiency; provide consumers with actionable ways they can help; and providing a forum for the exchange of ideas.
Chartwell's Webinar on Utility Environmental Web Sites will illustrate how successful utilities have built uniquely branded online communities to provide customers, in a single location, all information and programs revolving around environmental issues. Some of the features of these Web sites include carbon footprint calculators, blogs, recognition of local environment champions, descriptions of various green energy products available from the utility, tips for greener living, and lessons on energy efficiency.
Speakers:
- Richard Myhre, Lead, Corporate Communications Web Team, PGE
- Andrea Hand, Advertising and Marketing Consultant, Andrea Hand Marketing Services, Inc.
- Dorothy Schnure, Manager, Corporate Communications, Green Mountain Power
- Ralph Frattura, Supervisor, Communications and Advertising Services, Sacramento Municipal Utility District
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*The agenda may change at any time without notice.
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Unable to attend an event? No problem! You can purchase the presentations and recordings by registering online and entering "recording" next to your name or by calling Chartwell at 404.237.9099. Don't miss out on these utility hot topic presentations from industry leaders. Register today!
*Events listed prior to 2008 are audio conferences.
Engaging Business Customers in DSM (6/25/2008)
Business Continuity in the Utility Industry (6/19/2008)
Successful Web Site Redesign (6/18/2008)
Best Practices in Handling Outage Calls (5/22/2008)
Successful Energy Star Programs (5/21/2008)
Tracking Customer Complaints (4/23/2008)
Marketing Energy Efficiency Programs (4/9/2008)
Targeting Illegal Grow-Op Energy Theft (4/2/2008)
Overcoming Contact Center Staffing Challenges (3/26/2008)
Using Mobile Technology for Customer Service Transactions (3/19/2008)
Strategies for Building the AMI/MDM/DR Business Case (3/5/2008)
Best Practices in Outbound Outage Communications (2/27/2008)
Communicating the Customer's Carbon Footprint (2/20/2008)
Customer Satisfaction in the Utility Industry (2/13/2008)
Marketing & Communicating Residential Demand Response (1/23/2008)
Best Practices in Providing Outage Information Online (1/9/2008)
Internet Billing and Payment Promotion (12/18/2007)
Mass Market Critical Peak Pricing: Lessons Learned (12/13/2007)
Best Practices in Communicating Estimated Restoration Times (12/12/2007)
Communicating Sustainability (11/29/2007)
Innovative Marketing and Communications Programs (11/28/2007)
Innovative Customer Service Programs and Solutions (11/1/2007)
Outage Management Systems (10/24/2007)
AMI for Business Process Change (10/10/2007)
Corporate Diversity (10/3/2007)
Communicating with Customers about Price and Rate Increases (9/26/2007)
Vegetation Management (9/19/2007)
Low-Income Billing and Payment Programs (9/12/2007)
Utility Multicultural Marketing & Communications Programs (8/22/2007)
Using AMR & AMI for Outage Management Programs (8/15/2007)
Mobile Workforce Management (8/8/2007)
Best Practices in Speech-Enabled IVRs (8/1/2007)
Email Management and Online Chat Strategies (7/11/2007)
Outage Communications (6/27/2007)
Mid-Size Business Customer Service and Satisfaction (6/19/2007)
Communication Strategies for Deploying AMR or AMI (5/30/2007)
Measuring and Enhancing Customer Contact Center Performance (5/9/2007)
Credit and Collections (5/2/2007)
Energy Management Programs and Technologies (4/11/2007)
Utility Green Building Programs (4/4/2007)
Card Acceptance in the Utility Industry (3/14/2007)
Winter Storm Response (2/28/2007)
Utility Employee Safety Programs (2/21/2007)
Promoting Energy-Efficient Lighting (1/31/2007)
Meter Data Management Systems (1/17/2007)
Web-based Portals (1/10/2007)
Corporate Diversity () |
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