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Customer Relationship Management (CRM) Conference
October 22- 24, 2006 - Nashville, TN
Preliminary Agenda
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Time |
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Topic |
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| 1 |
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5:00 - 6:00 PM |
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Conference Registration
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| 1 |
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6:00 - 7:00 PM |
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"Welcome to Nashville" Reception
Dinner on your own
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| 2 |
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7:00 - 8:00 AM |
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Continental breakfast
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| 2 |
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7:00 - 11:00 AM |
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Conference Registration
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| 2 |
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8:00 - 9:45 AM |
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General Session I
Welcome and Opening Remarks
Conference Chairs: Jim Rutland, Alabama Gas Corporation and June Moore, Piedmont Natural Gas
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| 2 |
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8:15 - 9:45 AM |
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"It's About Relationships - Customer Service"
Speaker: Bill Halbert, The Halbert Company |
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| 2 |
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9:45 - 10:15 AM |
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Refreshment Break - Sponsored by BillMatrix
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| 2 |
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10:15- 12:00 PM |
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Roundtable Sessions
- Call Center Operations
Chair: Claire Taylor, Piedmont Natural Gas Company
- Credit and Collections
Chair: Tucker Blair, CenterPoint Energy
Ross Murdock, Account Executive and Eric Camulli, Director of Technology - Virtual Hold Technologies:
Description: Educating and empowering customers with respectful options during periods of peak call volume, thereby increasing customer satisfaction and operational efficiency
Customer
Field Services
Chair: James Bray, Atlanta Gas Light Company
Marketing
Chair: Jim Rutland, Alabama Gas Corporation
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| 2 |
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12:00 - 1:30 PM |
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Lunch with Exhibitors
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| 2 |
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1:30 - 3:00 PM |
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General Session II
"Serving Your Customers During a Crisis"
Moderator: Bill Coffeen, Sr. Vice President, Mobile Gas
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| 2 |
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3:00 - 3:30 PM |
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Refreshment Break with Exhibitors
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| 2 |
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3:30 - 4:30 PM |
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Roundtable Sessions
- Technology - Performance Management in the Real World: Presentation by Merced Systems
This session will provide you with a practical understanding of how performance management can improve an operation. You will learn how the right combination of technology, processes, and people are needed to truly solve the performance management problem. And finally, you will understand how reporting "as we know it today is not enough to drive true business improvement.
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| 2 |
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5:30 - 7:00 PM |
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Reception with Exhibitors
Dinner on your own |
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| 3 |
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7:00 - 8:30 AM |
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Breakfast in Exhibit Hall
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| 3 |
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8:30 - 10:30 AM
8:30-9:30
9:30-10:30
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Roundtable Sessions
Customer Service Reporting with Dash Boards; How Atmos Energy Uses This Technology to Improve and Report Customer Service Results
Craig White, Director, IT Strategy and Planning for Atmos Energy, will highlight the use of “Dash Boards” for the tracking of customer service in all facets of our business; operations, call center, business office, collections and revenue applications BPO/Call Center Outsourcing…The Promise, The Process, The Pieces
John DeGrange, Applications Specialist, AGL Resources
Description: Case study of AGL Resources effort to outsource customer service calls to BPO provider. Take a look at the planning, process, and technology components utilized at AGL to deliver customer service calls to BPO provider in India.
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| 3 |
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10:30 - 10:45 AM |
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Refeshment Break
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| 3 |
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10:45 - 12:00 PM |
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General Session III
During
this segment of the General Session, a Debriefing Session on all
of the CRM Roundtable programs will be conducted. Roundtable Chairs
will give a brief presentation covering the information and highlights
of their roundtable sessions.
Closing Comments/Adjourn |
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