| 8:00am-10:30am |
NACM General Session |
| 11:00am-12:00pm |
Topic: State of Economy
Equifax
|
| 12:00-12:45pm |
18th Annual International Utility Group Luncheon
|
12:45-1:15pm
|
Utility Meeting
Presiding Officer -
Opening, Welcome, Call to Order, Introductions, Announcements, Treasurers Report and Address by NACM National Representative |
| 1:15-2:00pm |
Topic: Utility Data Exchange Experiences
- Program overview
- CIS implications
- What legal ramifications?
- Successes
Presenters: Buddy Flake, PSNC Energy and Leon Broughton, Citizens Energy Group
|
| 2:15-3:00pm |
Topic: Panel—Collection Agency Management
- Difference between first and third party placements
- Environment of ‘Champion/Challenger’
- Performance reports
- Establishing the right expectations for your agency
Presenters: Danny O’Keefe, Contract Callers and Brian Striker, CBCS
|
| 3:00-3:15pm |
Break |
| 3:15-4:00pm |
Topic: Hot Topics/ Open Forum Current Issues |
| 4:00-4:45pm |
Topic: Panel Discussion on Commercial Collection Practices
• Relationship with account managers
• Account set up-know your customer
• Collection strategies
• C&I customers are they adequately secured/deposit
Presenter: Daniel Lemieux, Hydro-Quebec and Tony DiLernia, Constellation
|
| 4:45pm |
Announcements & Adjournment |
|
|
DAY TWO
|
|
| 9:00-9:15am |
Presiding Officer - Introductions, Announcements and
Address by NACM-National Representative |
| 9:15-10:00am |
Topic: Legislative Update
- LIHEAP
- Red Flags
- Dodd-Frank
Presenter: Jonathon Weisgall
|
| 10:00-10:45am |
Hot Topics/Open Forum |
| 10:45-11:00am |
2012 Strategic Planning and Process Improvement Forum |
| 11:00-11:15am |
Break |
| 11:15am-12:00pm |
Topic: Data Security/Fraud Prevention
- Latest in criminal tactics
- Cyber risk/new technology
- Are you exposed???
- Latest prevention technology
Presenter: TBA
|
| 12:00pm |
Announcements |
| 12:00-1:00pm |
Lunch in the Expo Hall |
| 1:00-1:15pm |
Presiding Officer - Announcements and Address by NACM-National Representative |
| 1:15-2:00pm |
Topic: Prepaid Metering
- Payment technology and application
- How remote disconnect applies to protected accounts (low-income and temperature moratoriums)
- New payment channels (gift cards)
Presenter: Ron Sewell, PAYGO and Utility Representative
|
| 2:00-2:45pm |
Topic: QR Codes, Texting, Mobile, Web Development
- What is a QR Code? Why now?
- Payment and confirmation options
- Order completion in the field
- When, who and how to text?
Presenters: Giff Gfrorer, i2SMS, Sherri Smith and Mike Favero, Questar Gas
|
| 2:45-3:30pm |
Hot Topics/Open Forum |
| 3:30-3:45pm |
Break |
| 3:45-4:30pm |
Topic: Effective Customer Service Strategies/Techniques in a Down Economy
- Treating customers with dignity and respect
- Testimonial of good and bad experiences
- Don't take it personally
Presenter: Aric Muhlestein
|
| 4:30-5:00pm |
Officer, Nominations, Announcements and Adjournment |
| 5:00-6:00pm |
Officers, Counselors, Editors, Directors Wrap-Up Meeting |
|
Facility Tour Hosted by CPA/ATS |
