3rd Annual Utility Customer Experience Management for Utilities Final AgendaDocument Transcript
3rd AnnualUtility Customer Experience ManagementEmpowering the Customer’s Choice Through EffectiveCommunication Techniques and PlatformsFebruary 8-10, 2012Hotel Contessa | San Antonio, TX Accommodating low-income customers and providing various payment methods to enhance overallDay One Chairperson: customer satisfaction.Maria KoudourisVice President, Customer Service & SolutionsCPS Energy Featuring Case Studies from Leading Customer Experience Experts:Day Two Chairperson: Gianna Manes Daniel Murray Charles V. FirlotteMike Schneider Senior Vice President & Chief Vice President President & CEOVice President of Customer Operations Customer Officer of Customer Affairs Aquarion Water CompanySouthern California Gas Company Duke Energy Philadelphia Gas Works Mike SchneiderDay Three Chairperson: Gerald Johnson Barbara Porter Vice PresidentJawana Gutierrez Vice President Customer Service Vice President, of Customer OperationsVice President of Customer Care Georgia Power Customer Experience Southern California Gas & Business Development CompanyAustin Energy Kerry Lore Nicor National Vice President- Customer Care Maria Koudouris Jawana GutierrezAttending This Premier marcus evans El Paso Electric Vice President Vice President of Customer CareConference Will Enable you to: Vernon Pierce Customer Service & Solutions Austin Energy• Maximize customer engagement through DTE Energys Director Customer Service CPS Energy Napoleon Johnson various customer outreach strategies Entergy Texas Sandi Spurbeck Vice President• Identify Entergys approach to educate customers Wayne Frye Customer Operations Manager, Customer Service about energy usage and how to lower bills Director Customer Service Entergy Mississippi Ameren Missouri• Understand how Duke Energy utilizes communication PNM Resources options to improve the customers experience Sadie John Kroeck Jarrid Hall• Learn what Austin Energy does to minimize revenue loss Dan Rendler Director, Customer Relations Director, Business by implementing low-income customer programs Director Peoples Natural Development- Energy & Utilities and payment options Customer Contact Centers Gas Company CSG Systems Southern California Gas Company Bernice Martin Ogi Kavazovic Manager,Who Should Attend: Vice President of Strategy Carolyn MacKool Residential Contact Centersmarcus evans invites C-Level Executives, SVPs, VPs, Directors & Marketing Director Memphis Light,and Senior Managers from leading electric, gas and water utilities Customer Service Strategy Gas & Water OPowerwith responsibilities in: DTE Energy• Customer Service / Care / Operations / Experience LeAnne Foster Bob Van Peursem• Customer Solutions / Strategy / Outreach / Relations Greg Sawyers Contact Center Analyst Vice President• Customer Communications or Contact Centers Director of Customer Services Southwest Gas Altivon• Credit and Collections / Billing and Payment Citizens Energy Group• Revenue Assurance / Recovery• Energy DeliverySilver Sponsors: Panel Sponsor: Exhibitors: Media Partners: TM Elevating Communications
Day One | Wednesday February 8, 20127:45 Registration and Morning Coffee 3:00 Case Study Exploring Channels to Improve Overall Customer Value8:15 Chairmans Opening Address • Offering a number of online platforms and applications for customers to observe Maria Koudouris, Vice President, Customer Service & Solutions, CPS Energy their energy usage, as well as billing history • Utilizing these online applications to keep informed during outages and pay their bills OFFERING NUMEROUS COMMUNICATION • Reviewing what utilities are doing with implementation and deployment of smart METHODS TO ADVANCE CUSTOMER LOYALTY phone applications • Promoting the use of the smart phone applications for customers on the go and to monitor restoration activity during outages • Enhancing proactive customer communications by developing social media accounts and pages8:30 Case Study • Maximizing call center options for customersEducating the Customer and Communicating the Importance of Their Energy Usage Gerald Johnson,Vice President, Customer Service, Georgia Powerand Consumption• Persuading customers to make smart decisions when providing feedback on their 3:45 Case Study energy consumption Holding Customer Outreach Events to Explore Communication Options and Engage the• Sending alerts to inform of best times to use certain appliances that require electricity Community• Providing conservation outreach on the company website and helpful hints to save • Offering various large customer service events promoting energy efficiency and assistance energy and money • Planning customer and community forums to better meet customers needs• Offering conservation tips and online energy efficiency programs on how to better • Utilizing a community director outreach program to social service agencies utilize their bill and block clubsWayne Frye, Director Customer Service, PNM Resources Carolyn MacKool, Director Customer Service Strategy, DTE Energy9:15 Case StudyDetermining the Mechanisms and Ways for Customers to Better Control Their UTILIZING THE CUSTOMER CONTACT CENTEREnergy Usage and Bills• Identifying what customers are doing to push self-service tools, either through the web AND PROMOTING EMPLOYEE ENGAGEMENT or how they manage their inbound calls• Recognizing if customers are trying to minimize communication with the utility 4:30 Case Study and become more self-sufficient regarding their usage Building Thorough Employee Training Programs to Enhance Customer Call Quality• Pinpointing how customers want to manage their energy independently from the utility • Incorporating frequently asked subject matter questions into training to better prepare• Deciding if the customer wants control over the equipment within their home the representatives• Establishing what information the utility should push to the customer to advise • Increasing the knowledge of the agents before referring to subject matter experts on managing and lowering their bill • Reminding customer service reps that they are representing the companyNapoleon Johnson, Vice President, Customer Operations, Entergy Mississippi and that is how the community sees them10:00 Networking Break • Ensuring representatives are staying on task by: answering questions, taking payments, turning off and setting up new services, handling billing disputes accordingly, etc.10:30 Interactive Roundtable Discussion Bernice Martin, Manager, Residential Contact Centers, Memphis Light, Gas & WaterEngaging Customers and Moments of Truth• Focusing on effective communication, education, and engagement strategies 5:15 Closing Remarks and Drinks Reception• Identifying what is driving customer expectations• Understanding customers and why this is relevant• Determining the Dos and Donts of social media, as well as opportunities and challenges that social media creates• What channels should utilities be offering to truly engage customers?• Understanding how utilities are leveraging technology to streamline interactions Day Two | Thursday, February 9, 2012• With the implementation of these new technology and services, is outsourcing or in-sourcing a more valuable approach? 8:30 Registration and Morning Coffee• Implementing new methods to educate customers about the utilitys evolving natureOgi Kavazovic, Vice President of Strategy & Marketing, OPower 8:50 Chairmans Opening Address Mike Schneider, Vice President of Customer Operations11:15 Case Study Southern California Gas CompanyReviewing Aquarion Water Companys Journey to Customer Service Excellence• Understanding the various customer outreach and relations efforts that Aquarion 9:00 Case Study put forth recently to increase customer satisfaction Surveying the Customers Satisfaction Accurately to Improve Customer• Improving employee relation efforts to ensure employees are equally as satisfied Service Practices as the customers • Offering recent transaction surveys to be conducted 48 hours following customer• Sharing the outcome of these efforts, including an overall better company image service activity amongst the public and Aquarion employees • Capturing all the correct criteria and studying to find if there’s a patternCharles V. Firlotte, President & CEO, Aquarion Water Company • Taking into account the customer’s ideas and implementing them into the customer12:00 Luncheon service processes Greg Sawyers, Director of Customer Services, Citizens Energy Group1:00 Case StudyDeveloping and Improving an Extensive Energy Efficiency and Conservation 9:45 Case StudyProgram to Utilize the Customers Choices Employing Four "Must Have" Contact Center Enhancements That Improve Utility• Maximizing the use of energy advisors on staff to speak with customers about any area Customer Service and Save Money of energy usage, and offering ways to monitor and control their energy consumption • Merging disparate call centers into one virtualized, consolidated customer service• Using a group of expert energy engineers to field more in-depth questions in regards contact center to consumption data, and giving customers information to take control and the available • Deploying workforce management tools for better schedules and fewer agents tools to do so • Leveraging the ‘callback’ option to save money and delight customers by freeing them• Understanding communication tactics beyond the energy efficiency programs, such from hold as money saving tips that contain smaller items to improve efficiency • Staffing with a mix of centralized and work at home agents for greater agent availability• Brainstorming new tips to provide to customers and little things they can offer to lessen and schedule flexibility energy use Bob Van Peursem, Vice President, Altivon• Offering these tips that require no costs for the utility, but have huge impacts for the customerMaria Koudouris, Vice President, Customer Service & Solutions, CPS Energy LeAnne Foster, Contact Center Analyst, Southwest Gas1:45 Case Study 10:30 Networking BreakExploring Communication Strategies to Offer Various Methodsfor Customer Convenience 11:00 Case Study• Using interactive platforms to proactively communicate with customers on a variety Ensuring Effective External Communications During An Emergency of topics: past due accounts, collections work, etc. • Forming an internal plan to provide thorough communication during any large scale events,• Promoting demand response communications to drive lower usage in peak hours such as outages and storms, to the following: external customers, elected officials, emergency• Pushing consumers to adopt the paperless opportunities that better the environment managers, regulatory officials, large industrial customers, and other critical contacts• Evaluating voice response units within the call centers and their efficiency • Developing a strategy to provide the call center with sufficient information to communicate• Determining how to respond and engage customers through social media, and who with customers in the organization is going to be charged with that task • Utilizing the variety of communications mediums available, including texting, socialGianna Manes, Senior Vice President & Chief Customer Officer, Duke Energy media, face to face meetings, large conference calls, and website updates, to supply the information and make it available to the public2:30 Networking Break Vernon Pierce, Director Customer Service, Entergy Texas
Day Two | Continued Day Three | Friday, February 10, 201211:45 Case Study 8:00 Registration and Morning CoffeeAdvocating Employee Engagement to Support Customer Engagement• Promoting a customer satisfaction culture through positive treatment of the customer 8:20 Chairmans Opening Address service representatives Jawana Gutierrez, Vice President of Customer Care, Austin Energy• Empowering employees to do the right thing when working with a customer• Ensuring that the customers have a quality customer experience with the services offeredBarbara Porter, Vice President, Customer Experience & Business Development, Nicor National MANAGING CREDIT AND COLLECTIONS TO INCREASE CUSTOMER SATISFACTION12:30 Luncheon 8:30 Case Study EXPLORING TECHNOLOGY OPPORTUNITIES Forecasting the Payment Patterns of Customers to Better Prepare For Future Billing TO BENEFIT THE UTILITY AND CUSTOMER • Projecting which customers will be slow paying customers • Helping to identify customers payment patterns, before they become a write-off customer • Reviewing behavioral scoring when collecting payments1:30 Case Study • Understanding the available technology that will monitor and predict these patternsIdentifying the Four Steps to Automated Customer Engagement Daniel Murray, Vice President of Customer Affairs, Philadelphia Gas Works• Engaging customers in proactive dialogue by capturing their preferences, profiles, and gaining insights on how to manage communications for mutual benefit 9:15 Interactive Panel Discussion• Developing a customer engagement strategy using automation to supplement Identifying and Accommodating the Low-Income Customers to Increase Overall the call center by deploying business rules and intelligently managing / coordinating Customer Satisfaction communications channels • Developing an organized program to deal with low-income customers• Reviewing real-life examples that illustrate the mutual benefits that can be achieved • Offering and steering customers toward community resource programs in customer satisfaction, reducing operating costs, and demand response / energy efficiency that they may qualify forJarrid Hall, Director, Business Development- Energy & Utilities, CSG Systems • Coordinating utility programs with other types of funding and how customers can receive credits and discounts based on certain criteria2:15 Case Study • Offering programs that target the low-income demographic for conservation effortsDeveloping an Energy Advisor Program Within the Call Center to Properly • Looking at the customer’s usage when they apply for credits, and offer variousInform the Customer opportunities to reduce their use and save money• Having specialists on hand to meet unique requirements of the customer Sadie John Kroeck, Director, Customer Relations, Peoples Natural Gas Company• Segmenting the representatives to handle different subject matter areas• Providing energy advisors to customers with more in-depth questions Jawana Gutierrez, Vice President of Customer Care, Austin Energy• Answering questions to the best of the advisor’s ability and then referring to websites and other various resources Daniel Murray, Vice President of Customer Affairs, Philadelphia Gas WorksSandi Spurbeck , Manager, Customer Service, Ameren Missouri 10:00 Networking Break3:00 Networking Break 10:30 Case Study3:30 Case Study Providing Convenient Mechanisms and Devices for Customers to Easily Pay Their BillsLeveraging Analytics & Technology to Improve The Customer Experience • Allowing the customers to do the work themselves and giving them more options• Understanding the key drivers to change and meet customer expectations, often influenced • Supplying kiosks and various paying mechanisms located at grocery stores and other outside the utility industry locations for customers to make payments• Developing and implementing advanced analytic capabilities and aligning technology, • Providing information on prepaid meters, time of usage rates, and real time usage online process, and people • Holding outreach events in the community at public places like sports arenas• Progressing analytics bench strength and a culture of innovation, ensuring reliable/stable and banquet halls technologies, and applying effective change management • Having people come in and provide face-to-face interaction to answer questions• Reviewing SoCalGas’ experience, lessons learned and future path and make paymentsMike Schneider, Vice President of Customer Operations, • Offering payment options that are low-income friendly for customers who do not haveSouthern California Gas Company bank accounts Jawana Gutierrez, Vice President of Customer Care, Austin EnergyDan Rendler, Director, Customer Contact CenterSouthern California Gas Company 11:15 Closing Remarks of Chair and End of Conference4:15 Case StudyManaging the Business Relationship and Account Managementof Commercial Customers• Acting as trusted energy advisor to commercial customers by: handling billing issues, WHY YOU MUST ATTEND: informing of rate changes and any regulatory utility changes, and how they may affect them as a business Customer service continues to be an ongoing and top priority for electric, gas, and water utilities• Providing the commercial customers with energy efficiency related programs across the industry to this day. The overall goal is to continue to increase customer satisfaction• Staying informed of not just utility business, but the industry that the customer and enhance the customer service experience, while still delivering and earning revenues from is a part of their services. This conference will focus on influential topics to customer service, such as energy conservation and efficiency programs, customer communication channels and tools, and working• Keeping in constant contact with the customers during outages and providing them with low-income customers and offering money saving options. The marcus evans 3rd Annual with accurate restoration time, so as not to negatively impact their business Utility Customer Experience Management conference will focus on the sharing of best practicesKerry Lore, Vice President – Customer Care, El Paso Electric from the top utilities across the country known for exceptional customer satisfaction.5:00 Closing Remarks of Chair and End of Day Two TESTIMONIALS: “marcus evans gets it. They tailor the conferences to a specific audience.” LCEC “Found this conference extremely informative. Size of the group allowed for effective net- working, presentations were full of excellent best practices.” New Jersey Natural Gas Company SPONSORSHIP INFO PRODUCER INFO: Does your company have solutions or technologies that the conference delegates would benefit from knowing? If so, you can find out more about the exhibiting, networking I would like to thank everyone who has assisted with the research and organization and branding opportunities available by contacting: Darrin Grove at 312 894 6345 or dar- of the event, particularly the speakers for their support and commitment. firstname.lastname@example.org. Samantha Rice, Samanthar@marcusevansch.com.
SILVER SPONSORS: CSG International is a single-source provider of multi-channel customer interaction management solutions for utilities of all types and service offerings. We deliver comprehensive credit, collections and communications solutions to reduce costs, optimize bill payment, and improve A/R turnover. CSG forged a tradition of providing outstanding solutions and support for over 25 years. www.altivon.com 866 982 5848. Altivon helps utilities improve their customer satisfaction and operational efficiency through contact center virtualization, self-service, workforce management, automated dialing/notification, multi-media, mobile access and support for remote agents. Founded in 1989, Altivon designs, implements and supports solutions TMElevating Communications for customers across the US and Canada. We help our customers serve their customers.PANEL SPONSOR: Opower is changing the way people around the world experience and use energy information. For utilities themselves, Opower delivers verified, sustained energy efficiency at scale, unprecedented levels of customer engagement, and substantial gains in customer satisfaction and utility-marketed program participation overall. With 45 million households of energy data and 160 billion meter reads every month, we’re transforming the utility customer experience year after year.EXHIBITORS: Midco Connections can extend your customer reach. We will customize a solution for your business. Inbound, outbound, chat, IVR, and email services. Sales, lead generation and customer service. Count on us to help you reach more customers and increase your market share. Let us design a custom solution for your company. www.midcoconnections.com Genesys software solutions manage customer interactions over phone, web and mobile devices. The Genesys customer suite handles customer conversations across multiple channels and resources - self-service, assisted-service and proactive outreach - fulfilling customer requests and optimizing customer care goals while efficiently using resources, from the contact center to the back office . ethosIQ is a privately held Business Process Accelerator (BPA) focused in the contact center industries. Headquartered in Houston with customer(s) throughout the US, Europe and Asia, ethosIQ assists Fortune 2000 companies architect and implement contact center strategies providing the best solutions and strategies that drive the customer / constituents engagement.MEDIA PARTNERS: CRMXchange is a premier web site dedicated to providing information in an interactive environment for CRM/Contact Center professionals. The site offers white papers, newsroom, monthly columns, a showcase for products and services for the industry, and weekly webcasts on a variety of CRM and Contact Center issues. WWW.CRMXCHANGE.COM. Customer Contact News is an industry leading e-newsletter for call center and customer service professionals. Keeping 240,000+ subscribers updated daily with actionable, quick-read information, news, and analysis. Learn more about advertising opportunities with Customer Contact News. CSM is the leading online magazine and community for customer service professionals. The CSM website is packed with customer service articles, skills and tips - all designed to help improve your customer service. Join for free and receive a valuable customer service newsletter each month. EEonline.com is the leading global news portal serving the energy community. Subscribe today at: www.electricenergyonline.com . Watch the Trend, Get the Facts, Have the Edge! Since 1996 Energy Central, has been widely known as the online hub for power industry professionals. With an unparalleled reach into the power industry, the Energy Central community has grown to encompass six websites, fourteen e-newsletters, two print magazines - Intelligent Utility and EnergyBiz, two monthly webcast series, two highly acclaimed industry events and a strong market research arm, Sierra Energy Group. Visit Energy Central at www.energycentral.com Serving a 100+ year-old industry in an era of change and fluctuation, EnergyBiz provides C-level executives and senior managers information critical to running a utility in the 21st century. Covering topics such as finance, risk, regulatory updates, nuclear, renewable energy and coal, EnergyBiz is a trusted industry resource. www.EnergyBiz.com Greentech Media is an integrated online media company designed to deliver the highest-quality content in the industry, whether it is research, news or critical networking events. Greentech Media is headquartered in Cambridge, Mass., with operations in New York City, San Francisco and Munich. For more information, visit greentechmedia.com. Intelligent Utility magazine, website and e-newsletter feature dedicated content on smart grid, demand response, and operational automation for the innovators who are revolutionizing our industry. Produced by Energy Central, widely known as the online hub for power industry professionals. Visit www.intelligentutility.com; for a free subscription to Intelligent Utility magazine: www.IntelligentUtility.com/SUBSCRIBE The Quality Assurance & Training Connection (QATC) is an organization devoted to facilitating education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. QATC provides its membership with many benefits, including weekly tips, newsletters, regional meetings, online forums, and an annual conference. Join the Society of Workforce Planning Professionals (SWPP)! SWPP is an organization designed specifically to facilitate education and networking opportunities for workforce management professionals. SWPP members receive many benefits, including quarterly newsletters, regional networking meetings, online forums, educational offerings, certification, and an annual conference. Visit our website at www.swpp.org. Contact Center Pipeline is the industry’s leading instructional journal focused on driving success through effective contact center management. Each issue features in-depth perspectives on the call center market, best practices and trends, technology and people issues that impact the customer experience. Draw upon CCP’s incisive analysis to help you make better decisions about your career and your center. www.ContactCenterPipeline.com.