Time Slot

Topic

Speaker

7:30-8:30

Registration

8:30-8:45

Welcome and Announcements

Various

8:45-9:45

Customer Service Policies Roundtable

Wes Sims (Aqua), Crystal Harris (Durham)

Nora Cowen (Winston-Salem Forsyth), Denise Battle (OWASA), Steve Miller (Charlotte Water), Shadi Eskaf (EFC), Colleen Sicley (GUC), Tom Roberts (Jumping Mullet, LLC) moderator

9:45-10:00

Break and Networking

10:00-11:00

Changing or Upgrading Your Billing System – Minimizing the Pain of Change while Improving Customer Service

Chip Harris, Westin Technology Solutions

11:00-12:00

Customer Service Technology in the Field – Challenges and Opportunities with Mobile Workforce and AMR/AMI

Gary Sanders, Edmunds GovTech

12:00-1:00

Lunch

Affordability – Approaches to Helping Customers with their Bills, Shadi Eskaf, EFC

1:00-2:00

Handling Difficult Customer Situations – Breakout sessions with participant brainstorming and sharing

Heidi Hackett (Durham), Lead Facilitator

2:00-3:00

Communicating with Your Customers – portals, social media, emergency notifications

Gregory Jenkins, Town of Cary (AMI portal, payments, social media)

Emily Garner, Greenville Utilities PIO (social media)

3:00-3:15

Break and Networking

3:15-4:15

Taking Care of your CSR’s

Colleen Sicley, Greenville Utilities

4:15

End