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News : Assam: Health Helpline Boon for People Under Lockdown

#contactcenterworld

Guwahati, India, May 13, 2020 -- The government health helpline 104, has proved to be a boon for people in the state. Since the lockdown was announced in March, health experts on this number have been busy answering calls which have totalled nearly 4.5 lakh as of now.

The latest statistics available between March 24 and May 8 have shown that the Sarathi 104 health helpline has entertained nearly 4,48,560 calls, out of which 2,28,811 are related to Covid-19. The rest of the calls are regarding other ailments. Supported by Piramal Swasthya, this number has been acting as a bridge between the government and communities by offering validated medical advice to callers 24x7.

Paresh Parasnis, CEO, Piramal Foundation, said their objective is to support the central and state governments' efforts to address the pandemic even in the most remote corners. "The helpline proved to be a simple and effective tool to share validated information as per the guidelines of WHO and the ministry of health and family welfare, especially for people who are not technology savvy or live in areas where access to the media is challenging," said Parasnis.

He added that the initiative has helped in creating awareness and bringing down anxiety and fear in society caused due to the virus.

The state governments of Assam, Chhattisgarh, Jharkhand and Bihar have announced the helpline as a one stop solution for all Covid-19 queries and grievances. In order to deal with the increased number of calls, the frontline staff team has been significantly expanded. Currently, over 1,200 staff across various centres, including paramedics, counsellors and doctors are relentlessly attending to calls related to health advice, counselling, information and reporting.

The helpline was launched in 2006 to provide information on health-related queries and advice.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofindia.indiatimes.com


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Motivation & Charity Work

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

Published: Thursday, May 14, 2020

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2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
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.

4.) 
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.

5.) 
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!

6.) 
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.

7.) 
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.

8.) 
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.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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