Full Description

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: 28File Size: 1 file , 1000 KB