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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.
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