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News : Crisis Call Center Sees Spike in Calls Follow High-profile Suicides

#contactcenterworld

Reno, NV, USA, June, 2018 -- The phones were rarely quiet at Reno's Crisis Call Center.

Following the deaths of fashion designer Kate Spade and celebrity chef and TV personality Anthony Bourdain that came as surprise to no one here.

"The volume just goes up quite a bit because it makes people think about it, says Rachelle Pellessier, the center's Executive Director. "Not so much think about suicide, but think about any issues they might have and think about help."

On the other end of each of these conversations a person in crisis or someone close to them..

"That's a hard thing to deal with. We're not all born with how do we deal with these kinds of serious issues."

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The people manning the phones here--volunteers and paid staff--usually begin these conversations with a straight forward question. Pellessier says we should do the same when we're concerned someone we know may be reaching this crisis point.

"I'm concerned for you. Are you thinking about harming yourself? Usually when you ask that question they will share with you. They will talk with you about it."

The calls being answered here come from all over the state and further. This is now one of 10 national hot lines. When others elsewhere are overloaded, the overflow may come here.

It's no accident it has that status.

The Crisis Call Center is one of the oldest such organizations in the country, born at a time when our state routinely ranked at the top of the list for suicide rates.

That need continues today. In fact, we should take no satisfaction from that recent report from the Centers for Disease Control that showed we were the only state where suicide rates weren't shooting up. It was based on statistics from 2016 when we ranked 11th.

"And last year in Nevada we increased drastically and hopped back up to fifth place," said Pellessier, adding that was especially true in Washoe County.

So the work continues. The staff here,day-in, day-out, engage people at the worst moments of their lives, coaxing them back from the edge, saving lives.

"For every one person who dies by suicide, there are 278 who get intervention," says Pellessier.

Suicide, she says, has many causes, but some common warning signs.

"Don't ignore it. When they're telling you they have an issue, help them, help them get the help they need."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.kolotv.com


About Crisis Call Center:
Company LogoAbout Crisis Call Center• established as an outreach program of the University of Nevada, Reno in 1966 in response to the high rate of suicide in Nevada.• added in 1979 an advocacy program for victims of sexual assault, and later, services to address situations such as domestic violence, substance abuse and child/elder abuse or neglect.• became an independent not-for-profit agency in 1985
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Today's Tip of the Day - Getting The Marketing Message Right

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

Published: Tuesday, June 12, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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