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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple style='word-wrap:break-word'><div class=WordSection1><p class=MsoNormal><span style='font-size:14.0pt'>Hello, Gotham:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt'>A not-for-profit that I am involved with is seeking Requests for Information from consultants with expertise regarding contact center (call center) operations. If this is your field or you know of someone else to refer, please email <b>Fiona Adams at: fadams@oats.org<o:p></o:p></b></span></p><div><blockquote style='border:none;border-left:solid blue 1.5pt;padding:0in 0in 0in 4.0pt;margin-left:0in;margin-top:5.0pt;margin-bottom:5.0pt'><div><div><div><blockquote style='margin-top:5.0pt;margin-bottom:5.0pt'><div><div><p class=MsoNormal><b><span style='font-size:12.0pt;color:black'><o:p> </o:p></span></b></p></div><div><p class=MsoNormal><span style='font-size:12.0pt;color:black'><o:p> </o:p></span></p></div><div><div id="x_divRplyFwdMsg"><div><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'> </span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'><o:p></o:p></span></p></div></div><div><div><p class=xxxxparagraph style='background:white'><span class=xxxxnormaltextrun><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>Older Adults Technology Services (OATS) is seeking the services of a consultant to advise on best practices and aid in developing a comprehensive plan to build out a contact center that meets the growing needs of our organization, partners, and the individuals we serve.</span></span><span class=xxxxeop><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'> </span></span><span style='color:black'><o:p></o:p></span></p><p class=xxxxparagraph style='background:white'><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'> </span><span style='color:black'><o:p></o:p></span></p><p class=xxxxparagraph style='background:white;font-kerning:none'><span class=xxxxnormaltextrun><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>OATS is a New York City-based nonprofit organization that provides technology-related services to older adults. Since 2004, OATS has worked to create a national model for addressing the vital health, socialization, financial, civic and creative needs of older adults. Today we serve a national audience and have locations in multiple cities and counties throughout the U.S., including in New York, Maryland, Colorado, Texas, and California.</span></span><span style='color:black'><o:p></o:p></span></p><p class=xxxxparagraph style='background:white;font-kerning:none'><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'> </span><span style='color:black'><o:p></o:p></span></p><p class=xxxxparagraph style='background:white;font-kerning:none'><span class=xxxxnormaltextrun><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>Over the past year, OATS quickly set up and began operating disparate call centers to support older adults who turned to technology to stay connected with family, friends, and resources during the coronavirus pandemic. The call centers are managed by staff who lead different projects in different geographical locations. OATS is now looking to engage a consultant to advise on best practices and tools to streamline and enhance the call center activities.</span></span><span style='color:black'><o:p></o:p></span></p><p class=xxxxparagraph style='background:white'><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'> </span><span style='color:black'><o:p></o:p></span></p><p class=xxxxparagraph style='background:white;font-kerning:none'><span class=xxxxnormaltextrun><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>The project scope includes but may not be limited to consultation on the following:</span></span><span style='color:black'><o:p></o:p></span></p><div><ul type=disc><li class=MsoNormal style='color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo1'><span class=xxxxnormaltextrun><span style='font-size:12.0pt;font-family:"Arial",sans-serif'>Solidifying the core functions of the contact center. </span></span><span class=xxxxeop><span style='font-size:12.0pt;font-family:"Arial",sans-serif'> </span></span><span style='font-size:10.0pt;font-family:"Arial",sans-serif'><o:p></o:p></span></li><li class=MsoNormal style='color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo1'><span style='font-size:12.0pt;font-family:"Arial",sans-serif'>Evaluating and optimizing contact center operations.</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif'><o:p></o:p></span></li><li class=MsoNormal style='color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo1'><span style='font-size:12.0pt;font-family:"Arial",sans-serif'>Identifying and implementing a workforce management solution.<span class=xxxxeop> </span></span><span style='font-size:10.0pt;font-family:"Arial",sans-serif'><o:p></o:p></span></li><li class=MsoNormal style='color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo1'><span style='font-size:12.0pt;font-family:"Arial",sans-serif'>Implementing different types of channels (e.g., chat)</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif'><o:p></o:p></span></li><li class=MsoNormal style='color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo1'><span style='font-size:12.0pt;font-family:"Arial",sans-serif'>Identifying and employing contact center metrics and KPIs.</span><span style='font-size:10.0pt;font-family:"Arial",sans-serif'><o:p></o:p></span></li></ul></div><p class=xxxxparagraph style='margin-left:.25in;background:white;font-kerning:none'><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'> </span><span style='color:black'><o:p></o:p></span></p><p class=xxxxparagraph style='background:white'><span class=xxxxnormaltextrun><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>OATS is interested in learning more about the services you/your company offers and whether these might be in alignment with our current needs. </span></span><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>We request any documentation you can provide to help us better understand your consulting services, including previous clients in your portfolio and solutions you have implemented in the past.<o:p></o:p></span></p><p class=xxxxparagraph style='background:white'><span style='font-size:14.0pt'><o:p> </o:p></span></p><p class=xxxxparagraph style='background:white'><span style='font-size:14.0pt'><o:p> </o:p></span></p><p class=xxxxparagraph style='background:white'><span style='font-size:14.0pt'><o:p> </o:p></span></p><p class=xxxxparagraph style='background:white'><span style='font-size:14.0pt'><o:p> </o:p></span></p><p class=xxxxparagraph style='background:white'><span style='font-size:14.0pt;color:black'>Lynda Feld</span><span style='font-size:14.0pt'><o:p></o:p></span></p><p class=xxxxparagraph style='background:white'><span style='font-size:14.0pt;color:black'>l.feld@aavisresources.com</span><span style='font-size:14.0pt'><o:p></o:p></span></p><p class=xxmsonormal><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'> </span><span style='color:black'><o:p></o:p></span></p></div></div></div></div></blockquote></div></div></div></blockquote></div></div></body></html>