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Title: New Generation Of Customer Service Technology
Author: William W. Bassett
Source: American Gas Association 1997
Year Published: 1997
Abstract: With the advent of deregulation, a more competitive market is rapidly developing in the energy utility arena. This evolving market will bring gas utilities into direct competition with electric and telecommunications providers as each one seeks to find a competitive advantage in the deregulated market place. The key question that is being asked is - How can we reduce operating costs, fmd new revenue sources and, improve customer satisfaction in this changing business environment?

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