Welsh Water taps into better customer service : Contact‐center systems enable employees to work more efficiently

Purpose – It is the aim of this article to describe how Welsh Water improved customer service partly by using technology to provide agile working at its contact centers and ensure its 600 agents are optimally employed. Design/methodology/approach – The article provides the background to the introduction of new contact‐center technology, the form it takes and the results it has achieved. Findings – It is explained that the system has helped to: reduce response times; resolve more customer queries at the first point of contact; enable the introduction of new customer‐communication channels; deliver cost savings through efficiencies; cut support costs; and improve management information. Practical implications – Further improvements that Welsh Water can now go on to make are detailed. Social implications – The importance of good customer service in the utilities industries is highlighted. Originality/value – The article reveals how technology can help to boost employee productivity.