Transport for London is inviting potential suppliers to participate in a Contact Centre Technology innovation trial to explore ways to handle increased demand, reduce demand, maximize data use for insights, and improve customer and advisor experiences.
Contact Centre Technology Innovation Trial. Transport for London (TfL) is undertaking an early market engagement exercise, by inviting potential suppliers to complete a Market Sounding Questionnaire (MSQ) for an upcoming Contact Centre Technology innovation trial. TfL is exploring how through the use of new technology, it can make improvements in the contact centre through : • Handling the increased demand coming into the contact centres • Reducing the demand coming into our contact centres • Maximising the use of current and new data to produce strategic insights on TfL customers and contact centre performance • Improve our customer's experience as well as the experience of contact centre advisors Therefore, TfL is seeking innovative solutions that can overcome some of these challenges. To receive the MSQ please email MSQinnovation@tfl.gov.uk expressing your interest with the email subject heading of Contact Centre Technology MSQ Request [include your company name]. To submit your MSQ please also email MSQinnovation@tfl.gov.uk using the subject heading Contact Centre Technology MSQ Response [include your company name]. Please can you express your interest by emailing MSQinnovation@tfl.gov.uk by close of play 4th April 2024 to be gain access to the MSQ event. The last date that MSQ submissions shall be accepted is 10th April 2024.