Contact Centre, CRM, and AI & Automation.

Philip Mansfield made this Freedom of Information request to London School of Hygiene and Tropical Medicine as part of a batch sent to 150 authorities This request has been closed to new correspondence. Contact us if you think it should be reopened.

Response to this request is long overdue. By law, under all circumstances, London School of Hygiene and Tropical Medicine should have responded by now (details). You can complain by requesting an internal review.

Philip Mansfield
Delivered

Dear London School of Hygiene and Tropical Medicine,

1. 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.
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,

Philip Mansfield

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LSHTM Servicedesk, London School of Hygiene and Tropical Medicine

LSHTM ServiceDesk
London School of Hygiene & Tropical Medicine

Re: Freedom of Information request - Contact Centre, CRM, and AI &
Automation.

Thank you for your request for information under the Freedom of
Information Act.  We will process your request as soon as possible and
will respond within 20 working days.

Information on how we process Freedom of Information requests is available
on the LSHTM website at :
[1]https://www.lshtm.ac.uk/aboutus/organisa...

We may need to contact you again if we require further information from
you in order to process your request.
 
We will also contact you as soon as possible if we determine that a fee
will be payable for reprographics costs (such as photocopying or printing)
or postage costs associated with your request.

Please do not hesitate to contact us by reply to this email if you have
any questions relating to your request.

Regards,
Freedom of Information team

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London School of Hygiene & Tropical Medicine
Keppel Street, London WC1E 7HT UK |  [2]www.lshtm.ac.uk

 

References

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Link to this Report