Contact Centre
Dear East Staffordshire Borough Council,
1. Contact Centre
a. Do you have a customer/ citizen facing contact centre?
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Yours faithfully,
Chidera Obonna
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Contact Details
Democratic Services
East Staffordshire Borough
Council
P.O. Box 8045
Burton upon Trent
DE14 9JG
[3]www.eaststaffsbc.gov.uk
[4][email address]
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Good morning,
Thank you for your recent request.
East Staffordshire Borough Council does not hold the information requested, this information is held by Staffordshire County Council, more information on how to submit a FOI request to Staffordshire County Council can be found at the following: https://www.staffordshire.gov.uk/Your-co...
If you are dissatisfied with this response, you may ask the Council to conduct a review of this decision. To do this, please contact the Council in writing (including by letter, fax or email), describe the original request, explain your grounds for dissatisfaction, and include an address for correspondence. You have 40 working days from receipt of this letter to submit a review request. The review request should be sent to:
By Post:
The Principal Democratic Services Officer East Staffordshire Borough Council P O Box 8045 Burton upon Trent Staffordshire
DE14 9JG
By Email: [email address]
When the review process has been completed, if you are still dissatisfied, you may ask the Information Commissioner to intervene.
Kind regards,
Daniel Caulkett
Democratic Services Officer
East Staffordshire Borough Council
The Town Hall
King Edward Place
Burton upon Trent
Staffordshire
DE14 9UG
01283 508608
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