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EXECUTIVE MEMBER
Bruno Duarte
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News : Amaravati: Covid Call Centre Handles 10 lakh Phone Calls in 2nd Wave

#contactcenterworld

Amaravati, India, July, 2021 -- As many as 10 lakh phone calls were made to the state government's Covid call centre by people across the state to tele-consult for medical advice during the second wave of the pandemic.

Since May 1 to Wednesday, July 21, tele-consultations to 104 call centre crossed the 10 lakh. 104 is the toll free number for tele-consultations.

"In view of the increase in Covid cases, 104 call centre was revamped on April 16 at HCL campus, Gannavaram and on May 13 at APIIC building, Mangalagiri to take appropriate measures to handle the evolving situation in the state," said a health official.

Doctors were hired to do remote tele-consultation and evaluate 104 callers for Covid symptoms, virtual triaging and advice for further course of action like testing, medical advice and others.

As many as 5,523 doctors were registered with the call centre, including 1,132 specialist doctors.

"Training and webinars were conducted on Covid protocols for all doctors and 104 tele-consultation mobile App was provided to doctors," he said.

To receive incoming calls, 333 staff members are working in three shifts at the HCL campus in coordination with district 104 command control centres.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thehansindia.com


About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Leadership Requires Listening

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

Published: Monday, July 26, 2021

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2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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