The Water Research Foundation (formerly AwwaRF) commissioned a study titled
"Optimizing the Water Utility Customer Contact Center." The study has done the
following:
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 identify
what 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 Water
Utility Customer Contact Center of the future would be like. The performance includes a
Contact Center agent, multiple customers, a Customer Service VP and a reporter from the
AWWA Journal. This performance will include interactions with customers, management
tools and the technology that is currently being used, and will also be used in the future. Includes extended abstract only.
| Edition : | Vol. - No. |
| File Size : | 1
file
, 940 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 2 |
| Published : | 11/01/2009 |
