Contact Centre Solution
Dear Gravesham 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
Dear Customer,
Thank you for contacting Gravesham Borough Council. This response is to acknowledge your email has been received. If this is an initial request for information under the Freedom of Information Act 2000 or Environmental Information Regulations 2004, you can expect to receive a response within 20 working days.
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Kind regards
Liam Jackson
Interim Information Governance Officer
Legal Services - Medway Council & Gravesham Borough Council
Gun Wharf, Dock Road, Chatham, ME4 4RT
Check out the ICO guidance on Information Sharing Agreements
I am currently working from home Mon -Fri.
This Email, and any attachments, may contain Protected or Restricted information and is intended solely for the individual to whom it is addressed. It may contain sensitive or protectively marked material and should be handled accordingly.
Nothing in this email message amounts to a contractual or other legal commitment on the part of Medway Council and Gravesham Borough Council. If this Email has been misdirected, please notify the author immediately. If you are not the intended recipient you must not disclose, distribute, copy, print or rely on any of the information contained in it or attached, and all copies must be deleted immediately.
Whilst we take reasonable steps to try to identify any software viruses, any attachments to this Email may nevertheless contain viruses which our anti-virus software has failed to identify. You should therefore carry out your own anti-virus checks before opening any documents. Medway Council and Gravesham Borough Council will not accept any liability for damage caused by computer viruses emanating from any attachment or other document supplied with this e-mail.
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Please find attached the response to your FOI.
Kind regards.
Jackie Denton
Customer Services & Community Involvement Manager
Communities & Inclusive Growth
Gravesham Borough Council
Tel: 01474 33 77 25
E-mail: [1][email address]
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This Email, and any attachments, may contain Protected or Restricted
information and is intended solely for the individual to whom it is
addressed. It may contain sensitive or protectively marked material and
should be handled accordingly.
Nothing in this email message amounts to a contractual or other legal
commitment on the part of Gravesham Borough Council. If this Email has
been misdirected, please notify the author immediately. If you are not the
intended recipient you must not disclose, distribute, copy, print or rely
on any of the information contained in it or attached, and all copies must
be deleted immediately.
Whilst we take reasonable steps to try to identify any software viruses,
any attachments to this Email may nevertheless contain viruses which our
anti-virus software has failed to identify. You should therefore carry out
your own anti-virus checks before opening any documents. Gravesham Borough
Council will not accept any liability for damage caused by computer
viruses emanating from any attachment or other document supplied with this
e-mail.
All Gravesham Borough Council and PSN traffic may be subject to recording
and / or monitoring in accordance with relevant legislation.
References
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1. mailto:[email address]
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