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  • AWWA IMTECH64712
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AWWA IMTECH64712

  • Leveraging Call Center Technology
  • Conference Proceeding by American Water Works Association, 03/01/2007
  • Publisher: AWWA

$12.00$24.00


This slide presentation outlines how technology can change a citizen's perception of a utility. The City of Phoenix, Arizona, had several challenges to its call center: Legacy Billing System;Increasing CallVolumes;Staffing Constraints;CustomerExpectations; and,Momentum. The solutions included:IVR; recorded calls; CRM; CTI; "Diary";ACD callmanagement;CSR Alerts;On Hold Messages; On-line payments/IVRpayments; Voice Recognition,On the cutting edge; and, Improved WebServices.

Product Details

Edition:
Vol. - No.
Published:
03/01/2007
Number of Pages:
28
File Size:
1 file , 1000 KB

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