Bid Opportunity: National Electric Utility Needs Contact Center WFM / Quality Management System
Are you up for doing an WFM implementation in a Caribbean paradise? The electric utility in the Caribbean island country of St. Lucia is seeking to acquire and implement a Workforce Management and Advanced Quality Management system to integrate with their IP PBX.
The WFM solution is needed to improve the customer experience by aligning agent schedules with customer call patterns and leveraging the required agent level of service and support.
The AQM solution is a necessary managerial tool to continuously improve employee performance by monitoring customer interactions and coaching employees on delivering superior customer service.
The Reporting solution will allow departments to create the range of reports necessary for operational effectiveness in their areas. It will allow for creation of ad hoc reports and customization of historical reports for trend identification and analysis.
The electric utility is seeking to create a short list of qualified vendors with at least 5 years of experience in the supply, implementation and support of multiple channel call / contact center solutions (Voice, Email, Chat, SMS).
If you are interested in participating in the bid process, click here to download the instructions for submitting your expression of interest before the end of February, 2020.
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