Contact Center Training and Content (CTC) (Updated)

CMS seeks a contractor to develop classroom training materials, e-Learning modules, and content such as scripts, FAQs, and job aids for approximately 10,000 Customer Service Representatives (CSRs) across nationwide contact centers. The work includes maintaining and updating over 1,000 training products and 3,900 content items annually, with support for English and Spanish versions, using CMS-provided Universal Content Management (UCM) and Learning Management (LMS) systems. Contractor must demonstrate deep knowledge of Medicare/Marketplace programs and Next Generation Desktop (NGD) application to ensure accurate, consistent information across communication channels.