Smart call

Evans, Kathryn
December 2007
Utility Week;12/14/2007, Vol. 28 Issue 10, p6
Trade Publication
The article reports on improving call centers of utility companies. It was noted that call center incidents such as long wait times and transfers affect utilities. Revenue goes down and agents are demoralized. It was suggested that call centers be equipped with targeted call routing and voice self-service. Targeted routing entails ensuring all customer contacts are routed in the best, most relevant way based on customer value and agent skills.


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