Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Chai Domingo
Director, Contact Center
Eric Sherman
VP Business Development
Wayne Henry
Head Continuous Improvement
Dave D'Arcy
Senior Director International Care and Tech Support
Sheela Tanggaraju
Assistant General Manager

News : Arkansas Call Center Answers 10,000 Calls from January to September


Little Rock, AK, USA, Nov, 2019 -- Arkansas has a full-time suicide prevention hotline.

The Arkansas Lifeline Call Center, which is open through the Arkansas Department of Health, is open to use for anyone. The center answers calls made in Arkansas to the National Suicide Prevention Lifeline.

Mandy Thomas, injury and violence prevention section chief at ADH, spoke about the center at the Senate Committee on State Agencies and Governmental Affairs and House Committee on Aging, Children and Youth, Legislative and Military Affairs joint meeting Oct. 23.

Thomas said about 13,000 people called the national hotline that had Arkansas area codes between January and September 2019. She said the center answered about 10,000 of those calls.

In a Nov. 1 interview, Thomas said the center has been open since December 2017. She said phone operators go through over 90 hours of training before taking a call.

"We wanted to make sure we had every possible training we could find before they became call-takers," Thomas said.

Thomas said they receive training for domestic violence, accidental poisoning and much more. She said the center receives calls regarding relationship issues, which can lead to suicidal thoughts, depression, custody battles and chronic pain.

Most of the time, though, they receive calls about suicidal thoughts.

Thomas said the center receives about 1,500 calls a month and has seven people able to take calls — one supervisor and six operators. She said there’s typically three people in the room at the same time.

Thomas said the center also stresses self-care to its call-takers.

"One great thing about working for the state is we have state benefits — it offers counselors, psychologists," Thomas said. "It’s a very important component to being a caretaker."

After a call has been deescalated and the proper resources have been given, call-takers ask callers if they’d like a follow-up call to make sure the resources worked. Thomas said the center will do an initial 24-hour follow-up, as well as a 30-, 60-, 90-, 120- and 365-day follow-up call to make sure the caller is alright.

The department also partners with Veteran Affairs and healthcare systems in order to give the appropriate help and resources.

Thomas said the most important thing if someone you know may be suicidal or showing signs is to ask them.

"Most of the time, that opens up that line of communication for times of crisis," Thomas said.

If you or a loved one is suffering from suicidal thoughts, please call the 24/7 National Suicide Prevention Lifeline at 1-800-273-8255 or text HOME to 741741, the Crisis Text Line. If an emergency, please call 9-1-1.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - What Are The Business Benefits?

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

Published: Monday, November 11, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =