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News : Age Cymru Dyfed Launches Helpline for Over 50s in West Wales

#contactcenterworld

Ceredigion, Wales, Oct 19, 2021 -- Age Cymru Dyfed has launched a new helpline to help over 50’s in Carmarthenshire, Pembrokeshire and Ceredigion access free information and advice, home cleaning and maintenance services, befriending, digital support and more.

The new contact number for the public - 03333 447 874 - comes as the charity, which was established from the merging of Age Cymru Sir Gâr and Age Cymru Ceredigion in April 2020, supported over 2,400 older people throughout the three counties of Carmarthenshire, Pembrokeshire and Ceredigion during its first year.

During the peak of the pandemic, older people were particularly hard-hit by isolation and dwindling access to food, medication and other vital services.

Between April 2020 and March 2021, Age Cymru Dyfed carried out 10,238 phone calls, Zoom calls and essential home visits with clients who relied on the organisation during multiple lockdowns.

The merger allowed Age Cymru Dyfed to utilise the pooling of expertise and resources to reach even more people who were struggling throughout the three counties.

Age Cymru Dyfed has also more than tripled its number of staff since the merger, opening a new office in Haverfordwest as its services expand to meet the growing demands of Wales’ ageing population.


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The new helpline will make it even easier for older people in the three counties to access crucial support, as well as valuable information and advice, and will connect callers to all offices and services throughout Carmarthenshire, Pembrokeshire and Ceredigion.

Simon Wright, chief executive officer at Age Cymru Dyfed, said: "I am so proud of how much we’ve achieved in the last 18 months, and would like to thank every member of staff, every selfless volunteer, and every member of the public who has supported us since the merger.

"The launch of our new telephone number will make it much easier for older people, their families, and their carers to contact our team, who will be able to provide tailored support and advice right from the start.

"The challenges faced during the pandemic have merely highlighted the strength and resilience of the communities we serve, and we look forward to continuing our work and reaching out to older and more vulnerable people across Carmarthenshire, Pembrokeshire and Ceredigion."

The charity is also encouraging more people in their 50s to get in touch for free help and advice.

Mr Wright added: "Last year, we supported over 300 people between the ages of 50 and 59.

"It’s important that people understand that we’re here to support everyone over the age of 50 and not just those in the later stages of their life.

"If there is anything that we can help you with, we will."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.inyourarea.co.uk


About Age UK:
Company LogoAge UK is a registered charity in the United Kingdom, formed on 25 February 2009, and launched on 1 April 2009, which combines the operations of the previously separate charities Age Concern and Help the Aged to form the UK's largest charity for older people.
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Today's Tip of the Day - Manual Workforce Management

Read today's tip or listen to it on podcast.

Published: Wednesday, October 20, 2021

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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