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AWWA ACE63165
- Future Shock in Customer Service
- Conference Proceeding by American Water Works Association, 06/01/2006
- Publisher: AWWA
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Dramatic changes in technology and thinking are revolutionizing customer service and therelationships between service providers and their customers. Examples include the ability tocollect massive volumes of information about customers, seamlessly outsource manycomponents of the service function, provide multiple service delivery channels for service, andcustomize service. Water utilities are under pressure to reduce cost and streamline services, andcannot ignore these trends. This paper discusses how these trends might impact water utilities,and how progressive utilities are exploring and adopting new technologies and processes.
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