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Contact Centre, CRM, and AI & Automation

Philip Mansfield made this Freedom of Information request to Royal Northern College of Music as part of a batch sent to 132 authorities This request has been closed to new correspondence. Contact us if you think it should be reopened.

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Philip Mansfield
Delivered

Dear Royal Northern College of Music,

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,

Scarlett Morley

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foi, Royal Northern College of Music

Dear Scarlett Morley and Philip Mansfield,

Thank you for your emails, I can confirm that all 3 have been received and we will respond in due course.

Kind regards
Fiona Chiang

Fiona Chiang
Executive Projects Officer
Royal Northern College of Music
124 Oxford Road
Manchester
M13 9RD
E [email address]
T 0161 907 5230
Currently working onsite: Wednesday and Thursday; Remotely: Monday, Tuesday and Friday

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Link to this Report
foi, Royal Northern College of Music

Dear Philip Mansfield, 

 

Please find attached The RNCM response to your FOI request.

 

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)?

 

We don’t have a contact centre

 

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?

 

N/A

 

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?

 

None of these.

 

Kind regards

Fiona

 

Fiona Chiang

Executive Projects Officer

Royal Northern College of Music

124 Oxford Road

Manchester

M13 9RD

E [email address]

T 0161 907 5230

Currently working onsite this week: Wednesday and Thursday;; Remotely:
Monday, Tuesday and Friday

 

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Link to this Report
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