SOURCE: Market Development Group

March 10, 2008 12:16 ET

Workshop Explores How Energy Efficiency Issues Impact Utility Customer Service

MONTROSE, CO--(Marketwire - March 10, 2008) - A "How Energy Efficiency Issues Impact Utility Customer Service Operation" Workshop will be presented immediately following the American Gas Association and Edison Electric Institute Customer Service Conference on April 2, 2008 in San Diego. To learn more, visit

Energy efficiency is shifting from a stand-alone program initiative to become more integrated into all aspects of utility operations, including customer services. This workshop brings together electric and gas utility staff for an interactive discussion on how new energy legislation and renewable energy portfolio mandates are encouraging utilities to reevaluate where energy efficiency programs fit in their organizations.

The workshop goal is to help utility customer service executives better understand how energy efficiency issues can increase both member satisfaction and shareholder returns. The workshop will focus on four "Energy Efficiency in Customer Service" utility case study presentations, as well as those key success factors necessary to implement utility-wide strategies and department-level tactics that bring innovation to utility core processes in order to integrate energy efficiency, demand response and carbon reduction issues. Featured case studies include:

--  "Customer Service Representatives on the Front Line of Energy
    Efficiency at We Energies." Achieve higher customer satisfaction scores!
    Learn innovative ways for customer service representatives to incorporate
    the value of energy efficiency as a way to mitigate high bill complaints
    and increase awareness of energy efficiency programs.
--  "Generating Interest in Demand Response Programs at E.ON-US." Leverage
    direct-response, out-bound calling applications to achieve low-cost
    customer enrollment and increase sign-ups for demand response programs.
--  "Linking Energy Efficiency to Energy Delivery at Progress Energy."
    Hear about an innovative employee communications program that ties customer
    awareness of energy efficiency services to the performance and incentive
    goals for the field services operations personnel.
--  "Treating Trade Allies like Family at NSTAR."  Learn how a vendor-
    partnership program can support energy efficiency program goals.

This workshop is intended primarily for AGA and EEI member utility executives and staff with responsibilities for customer service operations. However, anyone may register and attend the workshop.

The workshop is co-sponsored by the American Gas Association ( and Edison Electric Institute ( and presented by Market Development Group (

To register and to learn more, visit

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