Objective: Learn about the E Source IVR review process and usability standards and hear some of the best IVRs we found in our research.

Sandy Goodwin, Director, E Source Utility Customer Care
Maggie Boys, E Source Research Senior Associate.

Objective: To refine your usability skills and better understand the value of conducting usability testing. You will learn about do-it-yourself, low-cost and no-cost techniques for validating new designs. This session will also provide checklists, process flows, and quick reference materials for conducting usability tests.

Chris Bond, CEO, Usability Concepts

Objective: To illustrate the common problems created by multiple customer service channels and the ideal customer, pointing a way forward for utilities to successfully integrate multiple customer channels with a special focus on aligning the e-mail channel with the other channels. To also learn the features that make an e-mail response best practice.

Andrew Heath, Director, E Source Customer Satisfaction Services
Florence Connally, E Source Research Manager
Maggie Boys, E Source Research Senior Associate

Objective: We define proactive outbound communications and explain how it’s being used for such services as outage restoration notification, credit and collection, field service scheduling and routine maintenance. Information will provided on leading vendors that offer outbound communication services.

Kim Knox, E Source Senior Research Associate
Dawn Steighner, Senior Project Analyst - Performance Solutions, Progress Energy

Objective: Join your peers in solving online customer service, web site design, and implementation problems. In this session we’ll share ideas, experiences, and best-practice solutions for improving your web site and your customers’ online experience.

Moderators:
Sandy Goodwin, Director, E Source Utility Customer Care Service
Maggie Boys, E Source Senior Research Associate
Kim Knox, E Source Research Associate