Optimizing the Customer Contact Center
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.
Document Type: Research Article
Publication date: January 1, 2010
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