Optimizing the Water Utility Customer Contact Center

Identifies best practices, processes, and technologies for water utility customer contact center operations to optimize the contact center as a utility-wide resource for communications, resulting in more efficient and effective utility operations, and improved responsiveness to customer contacts. Also provides utilities with a vision of how contact centers will function in the future given changing business process concepts and technology innovations, and identifies the key components and characteristics of the customer contact center of the future. Research partner: EPA. Includes a CD-ROM. Published in 2010.