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APPA offers two webinars next week on customer service and investing in intellectual capital

From the April 1, 2014 issue of Public Power Daily

Originally published April 1, 2014

On Tuesday, April 8, APPA will hold a webinar, "The Management of Successful Customer Service Operations,"  from 2 to 3:30 p.m., Eastern time.

The webinar will address five key areas that directly contribute to a public power system’s quality of service—environment, resources, personnel, training and measuring/evaluating performance. This is the first in a new four-part series of webinars designed for customer service representatives, managers and supervisors (as well as those interested in customer service issues). The series is based on APPA’s Customer Service Management Certificate Program curriculum and will be led by Wallace Barron, president of Barron & Associates in Atlanta, Ga. The webinars are tailored to public power utilities and provides information and strategies that participants can use in their jobs.

The series also includes the following webinars (all held from 2 to 3:30 p.m., Eastern time), which can be taken individually or together for a discounted rate:

•  The Leadership Development Process – May 15 
•  Technology: From Meter Reading to Customer Information Systems – June 3 
•  Utility Collections: The Complete Process – July 8

On Thursday, April 10, from 2 to 3:30 p.m., Eastern time, APPA (in conjunction with Hometown Connections) will hold a webinar called "Investing in Intellectual Capital: How to Capture, Mentor and Retain Critical knowledge and Skillsets." 

In order to keep pace with the changes impacting today’s electric utility marketplace, it is vital for utilities to maintain a highly skilled workforce. Yet, as retirement rates accelerate and budgets are squeezed, public power utilities are struggling to keep professional talent and critical corporate knowledge in-house. In this webinar, Carl Mycoff, managing director with Mycoff, Fry & Prouse, LLC, and Pete DeQuattro, president of Prairie State Generating Company, will discuss how to attract valuable new hires through a commitment to technology innovation and competitive compensation, as well as how to develop innovative training and mentoring programs for your current staff.

Each event is worth 0.2 continuing education units, 1.5 professional development hours and 1.5 continuing professional education credits.
For more information and to register, visit under Webinar Series or contact Meghan Riley at or 202/467-2919.


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