Contact Centre (248A/23)
- Contact Centre – target to organisations we know have a CC a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
- Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
- How many contact centre agents do you have?
- Do agents work from home? Or just your offices?
- Please confirm the manufacturer of your contact centre system(s) that are currently in place?
- When is your contract renewal date?
- Who maintains your contact centre system(s)?
- Do you use a CRM in the contact centre? What platform is used?
- Do you use the same CRM for the rest of the organisation? What platform is used?
- Do you use a knowledge base / knowledge management platform? What platform is used?
- AI & Automation
- Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
- Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Please find attached our response.