Call Centers - Public Utilities
The #1 Industry Mission:
Improving Customer Service
Improving
customer service is a high priority for most public
utilities. To a large degree, this involves improving
call center operations. Efforts to improve this environment
must involve reducing average call handle time, reducing
training time for customer service representatives (CSR),
and increasing CSRs' in-service phone time.
MITEM
is renowned for improving call center operations for
public utilities - with over 25 implementations to date.
This reputation reflects MITEM's record of vastly improving
the usability of the industry's rock-solid customer
information systems.
MITEM
improves the call center environment by deploying its
patented legacy integration platform upon which new
applications can be built with the MitemView
tools. These new 'composite
applications' liberate CSRs from a complex and inefficient
character-based screen environment and present data
to them in a Windows, HTML, or Macromedia Flash environment.
This approach frees CSRs from having to laboriously
and sequentially access dozens of screens of information
to answer a customer inquiry. With MitemView, a few
mouse clicks let CSRs access all the customer information
they need. MITEM's call center solutions for public
utilities are proven to be a highly scalable, reliable
and cost-effective alternative to expensive and laborious-to-deploy
package CRM applications. MITEM's Professional
Services Group has extensive experience in developing
call center solutions for over 25 public utilities.
MITEM can deploy new composite applications quickly
and with no service interruptions during deployment.
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