Stait, Rob
November 2011
Utility Week;11/25/2011, p24
Trade Publication
The article discusses the impact of the service incentive mechanism (SIM) on the approach by water companies to improving the quality of their service particularly in Great Britain. According to the author, there seems to be a consensus among water companies on the increasing importance of web self-service. The SIM is said to have changed the approach to contact management. Some helpful tools include interactive voice recognition (IVR) and business process management (BPM) tools.


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