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News : NHS Blood and Transplant Plots Omni-channel Contact Centre

#contactcenterworld

London, UK, July 8, 2024 - Health service body responsible for interacting with registered organ donors and individuals that regularly give blood is seeking to offer users a comprehensive range of contact options

NHS Blood and Transplant is planning to implement a new nationwide customer contact centre to enable citizens to interact with the organisation through a comprehensive range of channels.

The health service body has published a commercial notice outlining its intent to deploy a new "omnichannel national contact centre solution". The ultimate goal is to enable "existing and prospective donors [to engage] via their channel of their choice at a time of their choosing".

Following a formal procurement process – scheduled to launch around the end of this month – NHS Blood and Transplant (NHSBT) plans to sign a contract with a firm that can deliver a communications system incorporating a wide range of online, text and voice channels.

The procurement notice says: "We are looking for any potential provider to be able to demonstrate a strong record in delivering an integrated omni channel services including inbound and outbound calls, interactive messaging, social media, push messaging along with any experience of delivering effective channel deflection and digital solutions to meet the needs of a large and dedicated donor base, seamlessly facilitating the needs of existing and prospective whole blood, plasma, platelets and NHS organ donor register service users."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.publictechnology.net


About National Health Service Blood & Transplant:
Company LogoNHSBT is a Special Health Authority in the NHS with responsibility for optimising the supply of blood, organs, plasma and tissues and raising the quality, effectiveness and efficiency of blood and transplant services.Company Profile Page

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2024 Buyers Guide Contact Center Assessments

 
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CX JS Consulting

Contact Center Optimization Services
We are the leading customer experience management consultancy specializing in maximizing ROI from CX programs with technology, telecommunications, and banking clients. Our work addresses three interconnected challenges of the Contact Center:

𝗔𝗚𝗘𝗡𝗧 𝗥𝗘𝗧𝗘𝗡𝗧𝗜𝗢𝗡 𝗢𝗣𝗧𝗜𝗠𝗜𝗭𝗔𝗧𝗜𝗢𝗡
Use patented predictive behavioral analytics to inform leaders of contact center agent burnout and churn, enabling empathy and extending agent employment.

𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗖𝗢𝗡𝗧𝗔𝗖𝗧 𝗢𝗣𝗧𝗜𝗠𝗜𝗭𝗔𝗧𝗜𝗢𝗡
Identify the intents of customer contacts and use your X + O data to take strategic actions that improve the customer experience, reduce costs, and create capacity for higher value in...
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Snapshotz

Snapshotz
Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
 

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