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News : Dorset's Volunteer IT Helpline Rises to Coronavirus Challenge

#contactcenterworld

Dorset, UK, June, 2020 -- Dozens of computing volunteers have been helping people in Dorset see their loved ones for the first time in months thanks to an IT helpline.

Dorset Digital Champions switched to a telephone service in March after it was forced to cancel face-to-face sessions.

Advisers said they had received some challenging and heartbreaking calls from people wanting to get online or use video conferencing.

Those using the phone service have said they "would be lost" without it.

The Dorset Council-run scheme involves about 75 volunteers who, before the pandemic, offered IT sessions in libraries, helping about 200 people a month.

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'Such a difference'

Volunteer Andy Taylor, who previously ran sessions in Sherborne, admitted to getting "a little warm feeling" when people he had helped with video calls were finally able to see and speak to their families.

He said: "The typical call is from people wanting to use Zoom but there has also been much more serious stuff.

"One person who we are still trying to help has no broadband, is poorly covered by mobile phone signal and that's a really challenging problem at the moment."

Team leader Penny Syddall said: "Some of the calls are heartbreaking - people living alone whose husband or wife are in a care home and they have gone from seeing them regularly to not seeing them for two months."

Wendy Upton, 78, started using the helpline after sessions at Wyke Regis Library were stopped.

She said: "It's not the same as being face to face but it still makes such a difference. I would be lost without it.

"I'm now emailing at long last. I look things up on Google and do some online shopping. My main communication is with my church, which has helped me quite a bit."

The helpline is open to Dorset residents on weekdays between 10:00 and 12:00.

#contactcenterworld

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


Today's Tip of the Day - Train In Sensitivity

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

Published: Monday, June 8, 2020

Printer Friendly Version Printer friendly version

2020 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.) 
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.
PH: 425-649-1246

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.
PH: 18442077999

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.
PH: 1-888-827-3918

7.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 

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