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News : City of Perth Launches Community Careline

#contactcenterworld

Perth, Australia, April 30, 2020 -- Impacts from COVID-19 on the world’s economy has been well-noted and significant action has been undertaken across all levels of government in response.

However, it is also imperative to acknowledge the significant impact the pandemic has had on the health and wellbeing of the community, particularly on the way we live, work and play. This will ultimately have short, medium and long-term impacts on our health and wellbeing.

The City of Perth is therefore stepping up to help its most vulnerable community members during the COVID-19 pandemic.

The City’s Community Services team has established a contact centre for those needing information or referral to services during COVID-19.

The City of Perth Community Careline allows community members to self-register if in need of support.

They will then receive a call back from a specialised City officer with further information, connection to support and follow up phone-calls if required.


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Those who do not have the ability to make a phone call will be able to complete a simple online form available on the City of Perth’s website and the City will tailor the service based on the individual’s unique circumstances.

"The Careline ultimately connects people with the health and wellbeing services they need," Chair Commissioner Andrew Hammond said.

"Through providing support and connection with the community in a meaningful way, we can meet social, health and wellbeing needs which will be essential to the City’s rebound once the pandemic has passed.

"The full impacts of the pandemic are not yet fully known, with new trends and issues emerging daily across the community services sector. We will therefore continue to develop considered and flexible programs and initiatives to meet the needs of our community."

To reach out for support, community members must reside within, or regularly access services within, the City of Perth Local Government Area.

If you identify in any of the categories below or have a loved one who is a resident of the City of Perth and identifies in any of the categories below, please contact our City of Perth Community Careline via 9461 1570.

High Risk:
• Aged over 70 years of age;
• Aged over 60 years of age and living with a chronic illness;
• Aged over 50 years of age and identifying as Aboriginal or Torres Strait Islander; or
• Experiencing (or at risk of) homelessness.

Moderate Risk:
• Aged over 60 years of age and living alone with less significant health issues;
• Aged under 60 years of age, living with chronic illness or disability;
• In temporary, unsupported accommodation; or
• Experiencing significant financial hardship.

Low risk:
• All ages, with minor health issues and indicating a need of support; or All ages, living alone and indicating a need of support.

For those that might be needing immediate support, please call the below 24/7 helplines:

• In an emergency or if someone is in immediate danger: WA Police: 000
• Lifeline: 13 11 14
• Beyond Blue: 1800 512 348
• Women’s Domestic Violence Helpline: 9223 1188
• Men’s Domestic Violence Helpline: 9223 1199
• Alcohol and Drug Support Line: 9442 5000

The City of Perth acknowledges the Whadjuk Nyoongar people as the Traditional Owners of the lands and waters where Perth city is situated today, and pay our respect to Elders past and present.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.perth.wa.gov.au


Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Friday, May 1, 2020

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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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