Contact Centre Software Enhancement
Reference ocds-b5fd17-67aa57f4-38e8-4c89-9d5e-77b5f1f5331f · THIRTEEN HOUSING GROUP LIMITED
Prior notice.
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Description
We are currently engaging with suppliers in the market to further understand our requirements for a Contact Centre Solution Software solution to plug into our current VOIP Contact Centre Solution. We are looking to enhance our current contact centre solution. Our customers are truly at the heart of what we do here at Thirteen and we are exploring the external market to support us with our journey around striving to continually improve our colleague and customer experience to: - Deliver exceptional front line agent experiences to improve employee productivity and engagement as well continuing to strive to enhance our customers experience to create Happy Customers. - Automation of Quality Management to effectively and proactively manage QA at scale, driving quality outcomes and improving CX. - Risk & Compliance - Understand Voice and omni channel conversations to uncover the insight needed to ensure compliance is met with every interaction and to reduce any risks. - Customer Sentiment/Speech analytics to allow us to easily identify trend, failure, repeat issues and hot spots to improve the overall customer experience as well as to identify additional support/coaching require…
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | 6241bc16-0389-47ea-bb43-1cc575f1e647-761482 | 24 June 2024 |
| Contracts Finder | 6241bc16-0389-47ea-bb43-1cc575f1e647-761482 | 24 June 2024 |
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