Meeting customer service expectations through your call center, IVR, e-mail, and web site are challenges utilities face every day. As utilities increasingly turn to new customer service channels, including web-based options and speech recognition technologies, they may be creating even more opportunities for not meeting customer expectations. We'll lead an open discussion about the best ways to identify and solve problems, facilitate the sharing of ideas and experiences, and identify best-practice solutions for improving customer service.

Moderator: Richard Goodwin, Manager, Utility Customer Care Service, E Source