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Chartwell's Webinars
Chartwell’s Webinars focus on hot industry topics through best practice presentations and lively question and answer sessions. To participate, Webinar participants need a computer with Internet access and a telephone. Learn how other utilities are embracing new technologies and implementing new programs without the need to travel or take time away from the office.
Visit our Webinar FAQs page to find answers to questions about registration, pricing and more.
Webinar Membership
Receive five phone lines and Web logons per Webinar (approximately 48 during the calendar year) for 52% off of the regular Webinar rate. If you are unable to attend one of the Webinars, you may request a copy of the recording for no extra fee.
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Remote CSR Programs
Serving Special Needs Customers
Improving Web Self-Service
Energy Usage Letters and Reports
Combating Energy Theft
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Remote CSR Programs
February 15, 2012
2:00 PM ET
Studies by Cisco have shown a direct correlation between working from home and overall employee satisfaction. As utilities continue to seek ways to increase satisfaction not only with customers, but also employees, a number are turning to virtual call centers. Since 2009, the number of utilities allowing customer service representatives (CSRs) to work from home has been on the rise with more than a quarter now offering the benefit according to Chartwell research.
Chartwell’s Webinar on Remote CSR Programs will examine industry leaders in remote CSRs and offer insight into best practices in this avenue.
Speakers:
- Judy Farnam, General Supervisor, Ameren Missouri
- Denise Hutchinson, Call Center Manager, Arizona Public Service
- Aundrea Jackson, Manager, Customer Access Center, Puget Sound Energy
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*The agenda may change at any time without notice.
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Serving Special Needs Customers
February 29, 2012
2:00 PM ET
The growing numbers of residential customers who depend on home medical equipment, need low-income assistance or have other special needs pose unique challenges to utilities as they strive to provide good customer service and uphold high customer satisfaction.
Utilities often maintain lists of medical priority or critical-care customers who depend on power for life support; they must work with outside agencies to assist customers; and they have to identify efficient means to communicate with these customers. Specific practices vary by company. But what are the best, most efficient means? New technologies offer the promise to provide more immediate outage alerts, but also may require companies to collect and maintain additional customer information. And working with third-party agencies, be it low-income advocates or medical providers, often tax finite resources.
All the while, regulators in numerous states continue to assess whether new rules are needed.
Chartwell’s Webinar on Serving Special Needs Customers will highlight how leading utilities are responding to these challenges. Discussion topics will include:
· What programs are utilities offering to special needs customers, and how do they promote these efforts?
· Are new technologies making it easier or harder to connect with customers?
· Is there a downside to proactive contact?
· What falls within a utility’s scope of responsibilities, and what falls outside?
· What are enabling technologies in this area?
Speakers:
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Lisa Burkarth, Manager, Technology and Business Strategy, Customer Experience, Northeast Utilities
- Aida Velazquez, Energy Programs Supervisor, San Diego Gas & Electric
- Lottie Haynie, Manager, SCE&G
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*The agenda may change at any time without notice.
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Improving Web Self-Service
March 8, 2012
2:00 PM ET
As Web traffic continues to increase every year, so do the number of customers looking online for quicker and easier ways to manage their accounts. For residential and business customers alike, seeking new ways to streamline account management has become a primary focus. While most utilities have set up avenues for customers to turn to the Web, some are seeing a slow adoption rate. Increasing usage of services online by both commercial and residential energy users can bring great rewards customers and utilities alike.
Chartwell’s Webinar on Improving Web Self-Service will examine successful utilities that have seen success in migrating customers to online options as well as what other utilities can do to improve their Web-based services.
Potential topics to be discussed:
- Piloting Web programs
- Gathering customer feedback
- What services to include and those to avoid
- Methods of increasing adoption rates
- Successful marketing efforts and strategies
*The agenda may change at any time without notice.
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Energy Usage Letters and Reports
March 14, 2012
2:00 PM ET
To educate customers on their individual electric patterns and encourage reduced usage, some utilities send personal energy usage and comparison letters to residential customers via mail. The letters include information comparing the recipient’s energy usage to a group of similar customers such as neighbors (as a group), owners of similar sized homes, etc. The letters serve to promote personal accountability and, for some utilities, educate customers about their role in their region’s energy future. The comparative information provides recipients the motivation to jump on the bandwagon and be more energy efficient.
Experience has shown that personally addressed letters from a utility can have greater customer response rates than traditional direct mail pieces. In addition, one of the primary barriers to energy efficiency is awareness/lack of education. In addition, many emerging options continue to enter the scene, including providing customers energy comparison information via websites and mobile devices.
Chartwell’s Webinar on Energy Usage Reports will address questions including:
· Who makes up the “comparison group” and how?
- How do the letters motivate customers?
- What is an appropriate frequency of reports?
- Other types of information to include in letters. Carbon footprint, efficiency tips, temperature data, available rebates or programs – What is effective?
- How do combination gas/electric utilities handle the two different services? Beyond energy source, what are the benefits of breaking out heating vs. cooling data?
- What are the pros and cons of running the program internally vs. using an outside vendor?
Speakers:
- Bruce Sayler, Manager, Regulatory and Governmental Affairs, Connexus Energy
- Jeanine Penticoff, Director, Energy Efficiency, Account Management and Economic Development, Alliant Energy
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*The agenda may change at any time without notice.
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Combating Energy Theft
April 4, 2012
2:00 PM ET
Electricity theft costs consumers billions every year as utilities recoup losses in the form of increased rates.Energy piracy also damages grid infrastructure, reduces grid reliability and creates serious safety hazards that can lead to house fires and other emergencies. A number of utilities have developed methods – both low-tech and high-tech – to detect, eliminate and prevent electricity theft in their service territories.
Chartwell’s Webinar on Combating Energy Theft will provide an overview of some the industry’s most notable anti-theft initiatives. These utilities will provide expert advice and lessons learned from their programs.
Speakers:
- Bob Engle, Supervisor, Revenue Protection, PPL Electric Utilities
- Joe Daniel, Revenue Protection Specialist, PPL Electric Utilities
- Bernard Davis, Manager, Credit and Collections, LCEC
- Eric Hoegler, Supervisor, Technical Services, LCEC
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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.
Residential Energy Audits (2/8/2012)
Meter Data Analytics (2/1/2012)
Energy Efficiency: Awareness Campaigns (1/26/2012)
Transforming Employees into Energy Efficiency Advocates (1/18/2012)
Electric Vehicle Programs (1/11/2012)
Energy Efficiency: A Neighborhood Approach (12/15/2011)
Utility Renewable Energy Programs (12/14/2011)
Low-Income Energy Efficiency Programs (12/8/2011)
Mobile Websites (12/7/2011)
AMI and Smart Grid Innovation - A Panel Discussion (12/1/2011)
Using Social Media for Customer Contact (11/10/2011)
Time-of-Use Rates (11/9/2011)
Meter Data Management: Improving Customer Service (11/3/2011)
Outage Management: AMI Success Stories (11/2/2011)
Limited-Income and Energy Assistance Initiatives (10/19/2011)
Managing Customer Contact Channels (10/13/2011)
School-Based Energy Efficiency Educational Efforts (10/12/2011)
Transactional Customer Surveys (9/29/2011)
Improving Customer Satisfaction (9/28/2011)
Successful CFL Programs (9/14/2011)
Smart Grid for Business Customers (9/7/2011)
Outage Communications for Business Customers (8/25/2011)
Smart Meter Data: Addressing Customers’ Privacy Concerns (8/24/2011)
Outage Communications During Major Storms (8/18/2011)
Website Redesign (8/17/2011)
Marketing Residential Load Control (8/10/2011)
Evaluating the Effectiveness of Customer Energy Dashboards (8/3/2011)
Trends in Walk-up Payment Channels (7/27/2011)
CSRs as Energy Advisors (7/20/2011)
Working with Trade Allies to Enhance EE Programs (7/13/2011)
Smart Meter Pilot Programs (7/7/2011)
First-Contact Resolution (6/15/2011)
Small Business Energy Efficiency (6/8/2011)
Home Area Network Strategies (6/1/2011)
Card Acceptance (5/18/2011)
Energy Usage Data for C&I Customers (5/11/2011)
Prepay as a Smart Meter Benefit (5/4/2011)
Credit and Collections Strategies for the New Economy (4/20/2011)
Mobile Applications for Customer Contact: Early Adopters (4/14/2011)
Refrigerator Recycling Programs (4/13/2011)
Building a Smart Grid Business Case (4/6/2011)
Educating Internal Stakeholders for Smart Grid Initiatives (3/30/2011)
Social Media in the Utility Industry – An Update (3/23/2011)
Using Technology to Enhance the Customer Contact Experience (3/16/2011)
Employees as Energy Efficiency Ambassadors (3/9/2011)
CIS Implementation (3/3/2011)
Automated Web Services (2/16/2011)
Mobile Workforce Management (2/10/2011)
Energy Efficiency Awareness Campaigns (2/9/2011)
Utilities and Electric Vehicle Charging Stations (2/2/2011)
Migrating Business Customers to Online Services (1/26/2011)
Residential Solar Electric Programs (1/19/2011)
Smart Grid Security (1/12/2011)
Critical Care Customers (12/9/2010)
Web-Based Outage Information (12/8/2010)
Energy Efficiency: A Neighborhood Approach (12/2/2010)
AMI Trends (12/1/2010)
Customer Segmentation (11/17/2010)
Communicating Rate Increases (11/10/2010)
Strategies for Serving Small and Mid-Size Business Customers (11/4/2010)
Critical Peak Pricing (11/3/2010)
Moving Customers to Paperless Billing (10/20/2010)
Children as Social Change Agents (10/14/2010)
Smart Grid Backlash: Lessons Learned (10/13/2010)
Smart Grid Stimulus Projects: One Year Later (10/7/2010)
Electric Vehicle Programs (10/6/2010)
Implementing a Bill Redesign (9/29/2010)
Meter Data Management (9/23/2010)
Low- or Limited-Income Energy Efficiency Programs (9/22/2010)
Effective CFL Programs (9/16/2010)
Customer Satisfaction Excellence (9/15/2010)
Multi-Utility Efficiency Promotions (9/8/2010)
Estimated Times of Restoration (9/2/2010)
LIHEAP Action Day (9/1/2010)
Customer Care During Major Outages (8/12/2010)
Next-Generation Customer Contact Centers (8/11/2010)
Smart Meters: Connecting with Customers (8/4/2010)
Social Media – How to Have an Impact (7/28/2010)
Mobile Communications and Customer Service Applications (7/21/2010)
Customer Energy Usage Notification Programs (7/15/2010)
Online Energy Portals (6/9/2010)
Key Account Management (6/2/2010)
Handling Outage Calls (5/19/2010)
Providing Energy Usage Data to C&I Customers (5/13/2010)
Enhancing the Utility Customer Experience (5/12/2010)
Call Center Metrics: Top Performers (5/6/2010)
Successful Intranet Strategies (4/21/2010)
Peak Time Rebates (4/15/2010)
Smart Meter Deployments (4/14/2010)
Arrearage Forgiveness Programs (4/7/2010)
Utility Renewable Energy Programs (3/31/2010)
Revenue Collections Strategies (3/25/2010)
Creative Energy Efficiency Marketing Campaigns (3/24/2010)
Prepay: New Technologies (3/17/2010)
Web Services: Increasing Adoption (3/10/2010)
Community-Wide Energy Efficiency Efforts (3/3/2010)
Social Media: Two-Way Customer Contact (2/17/2010)
Customer Satisfaction through Billing and Payment Programs (2/10/2010)
IHD Pilots: Strategies for Success (1/27/2010)
Increasing E-Bill Adoption (1/20/2010)
Bundling and Cross-Selling Utility Products and Services (1/13/2010)
Outage Web Sites (12/16/2009)
Utility Microsites (12/9/2009)
Choosing the Right AMI Technology (12/3/2009)
Low-Income Energy Efficiency Programs (12/2/2009)
Social Media: Connecting with Customers (11/19/2009)
Internal Process Improvements (11/18/2009)
Fostering Economic Development (11/12/2009)
Addressing Workforce Challenges in an Economic Downturn (10/29/2009)
First Contact Resolution (10/28/2009)
The Customer-Focused Smart Grid (10/22/2009)
Successful A/C Cycling Programs (10/21/2009)
Effective CFL Programs (10/7/2009)
Increasing Usage of Online Services (9/30/2009)
Delivering Award-Winning Customer Service (9/24/2009)
Successful Refrigerator Recycling Programs (9/9/2009)
Mobile Web (8/27/2009)
Educating Customers on the Smart Grid (8/26/2009)
Plug-in Hybrid Electric Vehicles and the Utility Customer (8/20/2009)
Maximizing IVR Adoption and Speech Analytics (8/19/2009)
Transforming Employees into Energy Efficiency Ambassadors (7/29/2009)
Increasing Participation in Budget Billing (7/15/2009)
Customer Service via SMS (Texting) (7/8/2009)
Using Social Media for Customer Communications (6/24/2009)
Solar PV Programs for Customers (6/17/2009)
Smart Grid Innovation (6/10/2009)
Engaging Students about Energy Usage (6/3/2009)
Planning for Interval Data (5/27/2009)
Targeting Customers in Financial Need (5/6/2009)
CSR Training and Development (4/29/2009)
Credit and Collections in an Adverse Economy (4/15/2009)
What does the stimulus mean for the smart grid? (4/2/2009)
Outage Communications During Major Events (4/1/2009)
Personal Energy Usage and Comparison Letters (3/25/2009)
Energy Efficiency Financing (3/19/2009)
Card Acceptance (3/11/2009)
Electronic Billing and Payment Promotion (2/18/2009)
Outage Communications for Business Customers (2/12/2009)
Privacy Policies and Procedures for Utilities (1/28/2009)
Integrating MDM (1/21/2009)
Effective Alternative Work Environments (1/14/2009)
An Online Panel Discussion of Credit and Collection Issues (12/18/2008)
Effectively Serving Low-Income Customers (12/17/2008)
Delivering Outage Data to Mobile and Text Devices (12/11/2008)
Promoting Economic Development (12/10/2008)
Planning for Workforce Transition Related to AMI (12/4/2008)
Best Practices in Residential Time-of-Use Programs (12/3/2008)
Marketing Sustainability (11/20/2008)
Implementing an Effective Revenue Protection Program (11/5/2008)
Building the Utility of the Future (10/30/2008)
CIS Implementation for the New Utility (10/23/2008)
Utilizing Customer Feedback (10/22/2008)
Communicating Energy Price Increases (10/8/2008)
Migrating Business Customers to Online Services (9/25/2008)
Reducing Workforce Attrition (9/24/2008)
Customer Segmentation Strategies (9/17/2008)
Using IP-based AMI Technology (8/28/2008)
Undergrounding Power Lines: Success Stories (8/21/2008)
Strategies in Self-Generation (8/20/2008)
Utility Environmental Web Sites (8/13/2008)
Low-Income Energy Efficiency Programs (8/6/2008)
Prepay Metering's Impact on Customer Energy Usage (7/30/2008)
First Contact Resolution (7/23/2008)
Winning Customer Support for Vegetation Management (7/16/2008)
Customer Service Week (7/9/2008)
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)
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