Sébastien Knap
Issue 4 -

Gridlines: BABI Boom!

By Michael A. Marullo, Editor in Chief

No, my spell checker hasn’t gone haywire (or is it “haywire-less” now?). In this case, I’m just using play on words to bring your attention to something that I think is going to give that other Baby Boom a run for its money.
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GUEST EDITORIAL
Grid Transformation: Where Investors’ Dollars Are Flowing

By Glenn Tofil, Managing Director, England & Company

For most equipment vendors and service providers to the utility industry, 2009 was a year to forget, or at least to look beyond.
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Automation/IT Leadership Series Interview: Oracle

By Stephan Scholl, SVP & General Manager and Guerry Waters, VP Industry Strategy

“The vision of a ‘smart grid’ comprises many different concepts – smart metering, demand response, energy efficiency, intelligent outage management and advanced distribution management, just to name a few.
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LightsOn: EXPLORING HAN GATEWAY OPTIONS

By Nathan Ota, Trilliant Inc.

According to a recent report from ON World, a research firm providing business intelligence on smart techno-logy markets, 100 million smart meters will be deployed in the next five years.
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Best Practices at Duke Energy Call Centers: A Mix of Tech and Touch

By Dennis Gowan, Vice President of Call Center Operations, Duke Energy

Although a call center typically hums with technology, it is the humanity that makes it sing. Best practices in training, response and delivery, are therefore, as much about touch as they are about tech.
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The Evolution of Dynamic Pricing

By Chris Lewis, Cognera Corporation

As a consumer driven nation, retailers have long offered incentive based programs to impact behavior, and customers have been happy to comply. The most commonly recognizable scenario in our recent past is that of the cellular communications service providers.
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Location-based Fleet Management Improves Service, Satisfaction and Safety

By George Jones, Manager of Transportation & Distribution Assets, Portland General Electric

Customer service and satisfaction have always been of paramount importance for utilities – particularly when those customers are waiting on a technician to connect or restore their service. In the past, utilities invested in larger fleets, more staff and contract crews in order to speed customer response times.
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It’s About Time… for Customer Service

By Eric Camulli, Vice President, Virtual Hold Technology

We sometimes forget that our customers’ perceptions are our business’ reality. When customers call your business and wait on hold for a few minutes, they perceive that you don’t care enough about them to answer the call immediately. Some contact center professionals may disagree.
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EXECUTIVE DIRECTIONS: Professional Association Spotlight

By Mark Crisson, APPA, President & CEO

The American Public Power Association (APPA) is the service organization for the nation’s more than 2,000 community-owned electric utilities that serve more than 45 million Americans. It was created in 1940 as a non-profit, non-partisan organization.
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SECURITY SESSIONS: On which pile should I toss this document?

By William T. (Tim) Shaw, PhD, CISSP

Welcome to Security Sessions, a regular feature focused on security-related issues, policies and technologies. In a previous column I touched lightly on the issue of managing information, and the need to establish information categorizations and respective policies and procedures.
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Sébastien Knap
Issue 4 -

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Sébastien Knap
Issue 4 -