Optimizing the Customer Contact Center

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Abstract:

The one area in every utility that any customer can knowledgeably compare to world class organizations is the customer contact center. With the enormous advances in customer contact center technologies and the heightened awareness of the importance of customer service and satisfaction, water and wastewater utilities can significantly expand and optimize the customer contact center into a utility wide resource which increases levels of service, promotes customer satisfaction and, ultimately, reduces costs to the utility. The Water Research Foundation will soon be publishing a study “Optimizing the Water Utility Customer Contact Center” which will provide a toolkit for utilities making the transition from today's call center to the optimized customer contact center of the future.

Keywords: Customer contact center; best practices in customer satisfaction; self service technologies

Document Type: Research Article

DOI: http://dx.doi.org/10.2175/193864710798286272

Publication date: January 1, 2010

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  • Proceedings of the Water Environment Federation is an archive of papers published in the proceedings of the annual Water Environment Federation® Technical Exhibition and Conference (WEFTEC® ) and specialty conferences held since the year 2000. These proceedings are not peer reviewed.

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