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Are you completely WOWed when you listen to your phone calls? Find out how WOW your call center is with the results of the first comprehensive utility call center mystery shopping research.

First Contact Resolution (FCR) Measured through Customer Surveys and Customer Contacts

Jane Bergen, manager, customer contact, PSE&G

PSE&G will demonstrate its FCR measurement system, designed to improve customer satisfaction and reduce unwanted repeat calls.

Tools for Resolving High Bill Inquiries

Bridget Wallace, manager, residential marketing, Atmos Energy Corporation

Paul E. Conlan, president & CEO, Enercom

Atmos Energy and Enercom designed and implemented a web-based self-service software solution that provides customers with a clear understanding of why their energy bills change. It is also designed as a tool for utility CSRs to use with customers on the phone.

To Be the Employer of Choice - Hiring, Retaining, and Rewarding Employees

Fred O. Angel, Jr., customer operations administrator, Chesterfield County Department of Utilities

Selecting, developing, retaining and rewarding employees is a major challenge for all organizations. Establishing a hiring and selection process that identifies and matches business requirements to employee needs and competencies is crucial for success.

Web Client Call Center at Mobile Gas

Melanie Berry, manager, system implementation, Mobile Gas Service Corporation

Robert Straubinger, solution management, SAP Labs

During the implementation of SAP’s CCS system, it was decided to use the web-based call center solution instead of the traditional CCS user interface. Mobile Gas will discuss the decision criteria for this fairly new solution, the implementation process and the user experience after go-live.

Effective Design Results in Increased Acceptance
of IVR
Joseph L. Kitchel, Jr., supervisor, call center technical
support, Southern Company Services, Inc.
Joel Collis, customer satisfaction project manager,

Georgia Power Company

Vincent Lovoy, call center manager, Alabama Power Company

Panelists will discuss customizing their IVR systems and how their designs have led to increased adoption and examine technologies that allow utility customer contact centers to measure and increase call containment rates.

2008 Expanding Excellence Award Winners: Innovation in Customer Service Representatives from the winning utilities will discuss their successful projects, offering other utility professionals an excellent opportunity to learn from the successes and innovations of their utility colleagues.

Payments

Examines various issues related to credit cards; debit cards; e-check; lockbox operations; treasury functions; EBPP; cashier workstations; and kiosks.

Payment Strategies

Ty Cowles, manager, business analysis, Jackson Energy Authority

Jerry Hubbard, manager, working capital, Sierra Pacific Resources

Antoine Tilmon, manager, billing & credit, Nevada Power Company

This workshop will be a panel discussion of the emerging payments strategies and trends including paper check automation via Check 21, pay station automation, on-line web payments, and third-party payments.

Walk-In Payments

Diane H. Simpson, manager, payment channels, Duke Energy

Developing a walk-in payment strategy that integrates an effective deployment of offices, payment centers and pay agents, as well as electronic solutions, gives Duke Energy’s customers a variety of payment options. The presenter will also discuss the customer’s perception of various other pay agents.

Swipe It! Credit or Debit?

Patrick R. Ylinen, administrator, customer assistance support, Southwest Gas Corporation Gregory Seitz, customer services manager, New Jersey Natural Gas Company

Despite the reluctance of some utilities to

accept credit and debit cards, banks and credit card companies have made it more attractive for utilities to go that route. Presenters from two utilities will discuss the impact of “plastic” on their companies.

Developing Performance-Based Contracts for Third-Party Collection Vendors

Anna Grau, research analyst, Austin Energy

Austin Energy has an ongoing strategic priority to better manage its accounts receivables. Austin Energy analyzed its existing program and determined that the utility could improve its rate of return by creating and tracking a set of vendor performance metrics, resulting in improved recovery rates and larger collection revenues.

Successfully Managing Payment Programs

Elyssia Carlblom, supervisor, cash remittance, Portland General Electric Company

This presentation will cover proven methods used by Portland General Electric to successfully manage payment programs including mail-in, electronic and walk-in.

Credit and Collections Considers new issues and best practices in the areas of credit and collections software; third-party collections; mobile workforce management; modeling and scoring; data analytics; e-checks; and remote disconnect through AMI.

Emerging Trends In Credit and Collections

Bill Van Dam, director, credit, collections & revenue assurance, NSTAR

Karen LeBack, assistant director, utility customer service, City of Houston Public Works Department Leslie Temmen, director, IT governance, Orlando Utilities Commission

This panel will discuss the emerging trends in credit and collection in the utility industry including full credit reporting; arrears forgiveness; selling bad debt; behavioral based scoring; and the handling of protected accounts, including seniors, deceased account holders and medical alerts.

Innovative Approaches to Payment Arrangements Eric Boothe, manager, customer billing services, Citizens Gas

Julie Young, systems analyst, Citizens Gas

Although payment arrangements are an accepted business practice, determining eligibility,