CDC Call Center Operations Improvement

THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. NO PROPOSALS ARE BEING REQUESTED AT THIS TIME The Centers for Disease Control and Prevention (CDC) is seeking information in preparation of an anticipated future solicitation for contact center services. CDC is known as a trusted and authoritative source of health information on a wide range of public health topics. The CDC National Contact Center, CDC-INFO, currently receives more than half a million inquiries a year through telephone calls, email, and postal mail. CDC is exploring comprehensive strategies to refine and expand the capabilities of its current contact center operations to be more productive and cost-efficient as a multi-channel, multi-media contact center. CDC is seeking information on industry trends, best practices, and current or emerging technologies that optimize operational effectiveness and seamless service delivery, to include the following areas: - Contact center quality assurance and customer service - Data analytics, data management, and surveillance - Content or "script" development, testing, and evaluation - Hosted/contact center on demand - Workforce management strategies - Training, e-learning methodologies, and blended learning techniques - Integration and expansion of multi-channel, multi-media customer interactions, to include - In-bound contacts - Out-bound interactions (e.g. surveys) - Social media - Collaborative browsing - Push messaging CDC will use the information provided in response to this RFI to assist in developing an acquisition strategy and Statement of Work. This RFI is not a Request for Proposals (RFP) and is not to be construed as a commitment by the Government to issue a solicitation, award a contract or pay for information submitted. Responses to this RFI will not be considered as proposals or offers which could be accepted by the Government to form a binding contract. CDC is not seeking company capability statements or marketing materials through this RFI; rather, the CDC is seeking industry feedback and insights on the specific topics noted above. Responses should be prepared in an MS Word format not exceeding 15 pages. Send responses electronically to PGO Representative no later than 4:00 p.m. (EST), 14 May 2010. Any questions should be submitted in writing and emailed to the PGO Representative. Please ensure that all email responses and questions reference the subject line RFI 2010-Q-12138. Point of Contact: PGO Representative, Contract Specialist Germaine Mullins E-mail: gkm7@cdc.gov; Phone 770-488-1938.