Monday 9/26/05 6:00 pm Registration
Table Open (Open until 11:00 am Friday) Central Station Attendees Tuesday 9/27/05 7:00 am to 8:00 am Travel
to CRC (Central Station Group) 8:00 am to 8:30 am Continental
Breakfast At CRC 8:30 am to 12:00 am CSO
shadowing/CRC Tour in Austin 12:00 pm to 1:00 pm Lunch
at CRC 1:00 pm to 2:30 pm BOLD
Manitou Review A representative from Bold Technologies will be reviewing
the new Manitou processing system that was implemented by CRC in 2004. New
updates and features in the system will also be discussed and demonstrated. 2:30 pm to 2:45 pm Break 2:45 pm to 4:00 pm Intro
to Web Services/Reporting Options CRC will demonstrate a number of reporting options
that will be available to you via our website. We are also looking for input on
what other reports and online options you would like to see. 4:00 pm to 5:00 pm Load
Bus and Travel Back to Owatonna 7:00 pm to 10:00 pm Welcome
by CRC/Dinner/Entertainment Wednesday 9/28/05 7:00 am to 8:00 am Continental
Breakfast at hotel 8:00 am to 10:00 am Member
Advisory Panel This forum will be a chance to highlight any topics of
interest, industry trends, or simply a chance to discuss opportunities and
possibilities with CRC and other CRC members. CRC will also present some areas
of possible service growth, operational improvements, as well as other general
topics. The Forum will begin meeting a few times over the course of the year,
but please feel free to join us during the Users Conference even if you don’t
plan on attending future sessions. 10:00 am to 10:15 am Break
10:15 am to 12:00 pm Operational
Improvements This session will cover details of
our staffing procedures and statistics for Central Station, as well as the job
task improvements made to increase productivity. It will also cover the tools
we use to monitor quality, enhancements in reporting options for dealers, and
review necessary adjustments we’ve made to improve our operating procedures. 12:00 pm to 1:00 pm Lunch 1:00 pm Central
Station Users Conference Concludes Contact Center Attendees Tuesday 9/27/05 12:00 pm to 1:00 pm Lunch
at hotel 1:00 pm to 5:00 pm Member
Advisory Panel Forum This forum will be a chance to highlight any topics of
interest, industry trends, or simply a chance to discuss opportunities and
possibilities with CRC and other CRC members. CRC will also present some areas
of possible service growth, operational improvements, as well as other general
topics. The Forum will begin meeting a few times over the course of the year,
but please feel free to join us during the Users Conference even if you don’t
plan on attending future sessions. 3:00 pm to 3:15 pm Break
7:00 pm to 10:00 pm Welcome
by CRC/Dinner/Entertainment Wednesday 9/28/05 7:00 am to 8:00 am Continental
Breakfast 8:00 am to 10:00 am Computer
Lab - CRCLink® – Version 3 Introducing Version 3! This will be a complete overview of
the new features of CRCLink® Version 3, including the new look for outage
summary, the crew management screens, new outage grouping features, as well as
the changes to outage tickets. This session will be a hands-on computer lab,
this is your chance to step through the new features as they are explained. 10:00 am to 10:15 am Break 10:15 am to 12:00 pm Computer
Lab - CRCLink® – Overview for non-users Basic Overview of CRCLink Software - This session will cover
the basics of CRCLink®, including logging into CRCLink software, using the
"Find Member" screen, entering a "New Outage", utilizing
the "Advanced Find" option and "Dispatching" and
"Restoring" outage tickets. 12:00 pm to 1:00 pm Lunch Group A
(Groups will be assigned on arrival) 1:00 pm to 2:00 pm CRC Integration w/
Outage Management/Digitized Mapping (South Kentucky RECC) A thorough case study with one of
our member cooperatives, South Kentucky RECC; this session will offer a
demonstration of digitized mapping services, and the opportunity to learn about
the benefits it could offer to your cooperative, including increased
productivity and quicker restorals. South Kentucky RECC utilizes a UAI OMS
system that interfaces with CRCLink® for seamless integration. 2:00 pm to 3:00 pm DirecTV and Wildblue
Call Handling Case Study (Valley Electric Association) A thorough case study with one of
our member cooperatives, Valley Electric Association; this session will
demonstrate new services being tested and offered by CRC, including sales of
DirecTV and Wildblue calls, eliminating the need for your organization to
increase staffing, and enhancing your services with additional products. 3:00 pm to 3:15 pm Break 3:15 pm to 4:00 pm Contact Center 101 This session will offer a more in-depth look at CRC’s
overall call metrics year-to-date, as well as reviewing last year’s metrics in
comparison. We will also cover our agent performance data, offering you inside
information on how we strive to continue to complete as many calls as possible
through live agent answering and automation. 4:00 pm to 5:00 pm Member Services –
Quality Program 7:00 pm to 10:00 pm Hubble House Dinner
and Wine Tasting Group B (Groups
will be assigned on arrival) 1:00 pm to 2:00 pm Travel
to CRC 2:00 pm to 5:00 pm CSR
Shadowing/Tour in Austin 5:00 pm to 6:00 pm Load
Bus/Travel back to hotel 7:00 pm to 10:00 pm Hubble House Dinner
and Wine Tasting Thursday 9/29/05 7:00 am to 8:00 am Continental
Breakfast 8:00 am to 10:00 am Overview
of CRCLink®, Version 3 A more in-depth look at Version 3! This will be an
additional opportunity to learn the ins and outs of the new CRCLink® software.
A chance to review the new features, as well as ask questions or offer
suggestions about other future improvements. 10:00 am to 10:15 am Break 10:15 am to 11:00 am Member
Log-in Sessions This session will cover the new “Members-Only” section
of CRC’s website www.crc.coop , and the
features that are found within. We’ll explain how to gain access to your
cooperatives’ specific statistics via this website, and detail exactly what
information will be available. Some of these new features are electronic metric
reports, call monitoring examples, and more! 11:00 am to 12:00 pm ERP Information/Update 12:00 pm to 1:00 pm Lunch Group B (Groups
will be assigned on arrival) 1:00 pm to 2:00 pm CRC Integration w/
Outage Management/Digitized Mapping (South Kentucky RECC) A thorough case study with one of
our member cooperatives, South Kentucky RECC; this session will offer a
demonstration of digitized mapping services, and the opportunity to learn about
the benefits it could offer to your cooperative, including increased
productivity and quicker restorals. South Kentucky RECC utilizes a UAI OMS
system that interfaces with CRCLink® for seamless integration. 2:00 pm to 3:00 pm DirecTV and Wildblue
Call Handling Case Study (Valley Electric Association) A thorough case study with one of
our member cooperatives, Valley Electric Association; this session will
demonstrate new services being tested and offered by CRC, including sales of
DirecTV and Wildblue calls, eliminating the need for your organization to
increase staffing, and enhancing your services with additional products. 3:00 pm to 3:15 pm Break 3:15 pm to 4:00 pm Contact Center 101 This session will offer a more in-depth look at CRC’s
overall call metrics year-to-date, as well as reviewing last year’s metrics in
comparison. We will also cover our agent performance data, offering you inside
information on how we strive to continue to complete as many calls as possible
through live agent answering and automation. 4:00 pm to 5:00 pm Member Services –
Quality Program 6:00 pm Contact Center Users Conference Concludes Free Evening – See additional information options Group A (Groups
will be assigned on arrival) 1:00 pm to 2:00 pm Travel
to CRC 2:00 pm to 5:00 pm CSR
Shadowing/Tour in Austin 5:00 pm to 6:00 pm Load
Bus/Travel back to hotel 6:00 pm Contact Center Users Conference Concludes Free Evening – See additional information options
Overview of CRC’s
new and improved Quality Monitoring Program, quality performance statistics for
both us and you, and offer and offer an explanation of induction into Quality
100% Club.
(Optional, additional $40 fee per person)
(Optional, additional $40 fee per person)
This session
will explain what CRC can do for you in an emergency situation, specifically,
how we can provide vital information to your callers, provide the ability to
send out pro-active messages before the calls come in, and detail our backup
and redundancy, already active through our dual sites.
Overview of CRC’s
new and improved Quality Monitoring Program, quality performance statistics for
both us and you, and offer and offer an explanation of induction into Quality
100% Club.