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News : Kenya Launches COVID-19 Call Center for Healthcare Workers

#contactcenterworld

Nairobi, Kenya, June 25, 2020 -- Kenya launched a COVID-19 mitigation contact center to offer psychosocial support to the frontline healthcare workers.

Joe Mucheru, cabinet secretary in the Ministry of Information Communication Technology (ICT), said that the center will also facilitate access to information and sharing of best practices among the practitioners.

"The government and partners have set up this COVID-19 Call Centre, a platform for frontline health workers to access information, exchange best practice, training, psycho-social support and keep track of disease incidence amongst them," Mucheru said during the launch of the call center in Nairobi.

He said the platform will also act as a one-stop shop for COVID-19 related queries from the general public.

Mucheru said that following the COVID-19 pandemic, health systems are overwhelmed, with health professionals having to deal with the double burden of managing the disease alongside stigma and fear of contracting it.

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He said the government through Konza Technopolis Development Authority will provide technical support, reliable infrastructure and devices.

Mucheru said the authority will avail Virtual Desktop Infrastructure (VDI) that will be set up at the call center.

"The VDI platform will enable the integration of additional systems like video conference solutions that will support telemedicine," said Mucheru.

He said the platform can facilitate counseling services, enable healthcare workers to see the status of their colleagues, deliver faxes and voicemail to inbox, use instant messaging and videoconferencing and also provide interconnection to nurses and doctors countrywide.

Mercy Mwangangi, chief administrative secretary in the Ministry of Health, said the government is keen on harnessing digital platforms to boost response to the COVID-19 pandemic.

"The ministry of health has adopted the use of mobile and web-based applications for data collection and reporting to monitor and respond to COVID-19 pandemic," said Mwangangi.

The east African nation has so far confirmed 5,384 COVID-19 cases, with 132 deaths as of Thursday, according to the health ministry. 

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


Today's Tip of the Day - Do You Divert Calls Between Offices?

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

Published: Monday, June 29, 2020

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2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

2.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

4.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
 
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