SEPTEMBER 2018 EDITION
CS Week | April 8 - 12, 2019 | Phoenix Convention Center | Phoenix, AZ
The Ls Have It: Look, Length, Links, Learning
CS Week’s eNews has gone for a makeover. As the monthly go-to electronic newsletter for all things CS Week, eNews consistently offers information-packed, time-sensitive features about its nine venues: 
Beginning this month, September 2018, eNews has:

  • Rocked a new color: eNews has a new masthead and easy to read font type.
  • Applied some highlights: Larger photos and images set a new style.
  • Had a cut: Respectful of our readers’ time and availability, eNews features are limited to 200 words. 
  • Sat for the style/blowout: Links are embedded in every eNews feature. Readers will see bold, underlined, italics words like Read more… that lead to news and information. Go ahead – click now on any logo above or the CS Week 2019 masthead. See how every logo is linked back to CS Week? Each leads to the latest on this month's and year-long educational and networking opportunities, all heading into Conference 43.

Special thanks is extended to sponsor Oracle Utilities, which has generously underwritten eNews for many years!

We hope you like our new ‘do!
Register to Attend These September Webinars
CONTACT CENTER
ANALYTICS

Date/Time: September 11, 2018
2:00 pm – 3:00 pm Eastern
 
Speaker: Erin Owen, Asst Mgr Contact Center , Greater Cincinnati Water Works

It’s essential to create the right conditions for your employees to thrive within your organization. This presentation will share the journey of Greater Cincinnati Water Works’ efforts to push the engagement needle through simple, yet effective ways to jump-start their workforce. Read more …

Date/Time: September 26, 2018
2:00 pm – 3:00 pm Eastern
 
Speaker: Sarah Jin, Strategic Analyst, Expert, and Tina Williams, Supervisor, Customer Care, Business Energy Solutions, both of PG&E

PG&E piloted a personal touch program with targeted SMB customers whose recent bills had increased significantly. Customers were introduced to useful tools to manage their bills, information about best rate options and energy efficiency rebate programs. Read more…
Calls to Build 2019 Content Are Now Closed

CS Week would like to thank all who submitted abstracts and discussion presentation ideas for the 2019 Conference workshops and Synergy Groups. These submissions are foundational to building agendas that attract attendees, speakers who are respected industry resources and the CS Week 43 schedule. Click or tap on the logos below for venue basics.

In the next months, planning and advisory team members will be contacting utilities to secure speaker and panelist commitments. Then, the real work begins – preparing PowerPoint decks, organizing panelists’ roles and responsibilities and readying content for sharing in Phoenix, all focusing on customer service and its supporting IT.
For more information or questions about Conference Workshops, email Danise Mullendore , Workshops Manager or call her at 903-821-8680.
For more information or questions about Synergy Groups, email Shawnna Ansley , Synergy Groups Manager or call her at 903-821-8648.
LeadNext Class Keeps a Busy, Learning-Packed Schedule

The 2018-19 LeadNext class surely has active calendars. Each month between Conference 42 (Tampa, FL) and 43 (Phoenix, AZ), the class preps for a subject and meets for a conference call/webinar on components of the Customer Experience Lifecycle. Additionally, they discuss general management topics and get answers to practical how-to questions with the help of seasoned coaches who have been there, done that.

On September 28th, the class and their coaches will travel to Boston, MA, where Eversource Energy, a large electric, gas and water utility, will host a full day of presentations and Q&A.

This year’s LeadNext nomination process  is open until February 28, 2019 for high potential supervisors and managers. Read more , secure an executive sponsor and Apply Today .

Want more information? Email Lisa Collins  or call her at 903-821-8675.
2019 CS Week Sponsor/Exhibitor Prospectus:
Reasons, Data, Analysis
The Conference 43 Sponsor/Exhibitor Prospectus offers data and analytics to understand the why and the what of effectively marketing with CS Week. Check out the 2019 Prospectus to answer:
  • Why Sponsor?
  • Why Exhibit?
  • Who Attends?
  • Why Do They Attend?
  • Who Should Exhibit?
  • What Does Exhibitor Analysis Tell Potential Companies?

Whether as a sponsor or exhibitor, CS Week is ready to work with emerging companies, niche providers and industry leaders with global portfolios to:

  • Reach new customers;
  • Ensure ample exhibiting time and space for showcasing products and services;
  • Provide numerous print and electronic advertisement opportunities before, during and after Conference 43.
For more information about 2019 Sponsors   and 2019 Exhibitors , to get answers to logistics and fee questions and to benefit from a marketing specialist with solid, extensive experience, email Gail Farmer , CS Week Exhibitor/Sponsor Manager or call her at 903-893-3214.
McKendry’s Upcoming Book Focuses on Mentors’ Lessons
Everyone has history, and everyone has a story or two to tell with mentors playing starring roles. Whether formal or informal, named or anonymous, mentors have helped mold lives, taught transformative lessons, shaped values and guided personal interactions. Some don’t even realize the impact of the lessons they delivered.

During summer and fall 2017, Dave McKend ry, Director Customer Service at Hydro Ottawa, solicited and compiled chapters from 40 industry professionals. Editing and formatting efforts are currently underway for Leadership Lessons Learned From Our Mentors: Time-Honoured Values That Are Shaping the Utility Customer Experience of the Future.

The collected stories are personal, poignant and inspirational. McKendry’s book launch is set for CS Week 43 in Phoenix. Here are the basics:
 
  • 24 men and 17 female contributors
  • 34 US and 7 Canadian authors
  • Nearly 500 pragmatic lessons for today’s utility professionals to read, try on for size and practice in and outside the workplace
CS Week Publishing is proud to prepare, market and distribute McKendry’s upcoming book. For more information about this upcoming book or CS Week Publishing, click the logo, email Lisa Collins or call at 903-821-8675.
Fall Planning Meeting Kicks Off Conference Year Logistics

The annual fall planning meeting is like a ma rathon’s starter gun. It launches planning and logistics efforts for each CS Week and its nine different venues.

The CS Week Board of Directors are joined by their Executive Advisory Panel, Planning Committee and staff to review 2018 survey results, analyze data points and interpret operational metrics submitted by attendees and vendors. This three-day meeting is a crash course in reading utility industry sentiment and identifying current challenges and future issues. Participants review hundreds of abstracts submitted by utilities and vendors for Conference workshops and Synergy Groups, placing them into Customer Experience Lifecycle tracks and identifying educational content and utility/vendor presenters who will make the program and agendas comprehensive and compelling.
The results? CS Week staff and planning leads leave the meeting, teeming with industry insights and mandates for must-have content. By Saturday afternooon, a roadmap is created for Workshop Track and Synergy Group chairpersons. This is used to identify solid presenters and to shape utility diversity, trends, tried-and-true basics and exciting program offerings, all of which attracts attendees. Then, it’s a sprint to the finish line: April 8-12, 2019 and CS Week 43.
2019 ENGAGE311 Call for Presentations Has Been Extended
Collaborating to create and build the best program and agenda possible, the CS Week 311 planning teams have extended the 2019 annual call for presentations until September 21, 2018. Here’s your opportunity to submit an abstract about your 311 or customer service call center programs and initiatives. These can be either high-tech applications or low-tech people and process solutions or even a combination of the two which reflect your successes.

Click Application to read and submit the form today. All 311/customer service center attendee presenters receive 50% off their registration fee.

Email Amber Wiens  or call at 903-821-8721 to get your questions answered.
Attendee feedback suggested these topics for 2019:

  • How to Start / Implement 311
  • 311 Implementation Success Story
  • Virtual Call Center Tour
  • Best Practices and Standards
  • Community Engagement
  • Social Media
  • Employee Engagement, Retention and Morale
  • Disaster and Emergency Preparedness
  • Career Paths in the Customer Service Center
  • Managing in Stressful Circumstances
  • How to Coach and Train Different Personalities
  • Department Relationships and Partnerships
Perhaps you missed this recent CS Week 311 webinar?
 
Presented by: Chris Cole , Solution Sales Executive , KMPG Adoxio

There are dozens of recent and past webinars that call center professionals can use anytime to spice up staff meetings or spur thinking outside the box. Click on the title above or Webinars to view this and dozens of on demand webinars.
Focus on Phoenix
 Just like a camera with its lens, aperture, flash, memory card and shutter, CS Week 2019 promises to focus on customer service in Phoenix, capturing important memories and delivering industry insights and trends. Phoenix Convention Center is the location of CS Week 2019 and Conference 43.

Registration information and hotel accommodation links are currently being finalized. Look for specifics in Fall Newsline and upcoming monthly eNews editions.
Phoenix, the capital of the state of Arizona, boasts a population of over 1.6 million residents. “Cotton, cattle, citrus, climate, and copper were known locally as the "Five C's" of Phoenix's economy. These industries remained the city driving forces until after World War II, when high-tech companies began to move into the valley and air conditioning made Phoenix's hot summers more bearable.

Nicknamed the Silicon Desert, Phoenix and the surrounding area do not observe Daylight Savings Time. The city averages approximately 300 days of sunshine each year, receives scant rainfall and typically reaches temperatures of 85 degrees during a typical April. No promises, but it should be a comfortable weather week during Conference 43.

( Source : en.wikipedia.org/wiki/Phoenix,_Arizona)