Full Description

The Water Research Foundation (formerly AwwaRF) commissioned a study titled"Optimizing the Water Utility Customer Contact Center." The study has done thefollowing:analyzed the current state of water utility customer contact centers;defined a current best practice customer contact center;conducted an out-of-industry review of customer contact centers;conducted a series of "futures" discussion with water utility CEOs to identifywhat capabilities they would like to have in a future customer contact center;conducted an Expert Workshop on the Customer Contact Center of the future; and,identified future customer contact center Best Practices.As part of that effort, a scripted performance was developed to convey what the WaterUtility Customer Contact Center of the future would be like. The performance includes aContact Center agent, multiple customers, a Customer Service VP and a reporter from theAWWA Journal. This performance will include interactions with customers, managementtools and the technology that is currently being used, and will also be used in the future. Includes extended abstract only.

Product Details

Edition: Vol. - No. Published: 11/01/2009 Number of Pages: 2File Size: 1 file , 940 KB