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News : Labor Call Center to Expand to 100 Staffers

#contactcenterworld

Boise, ID, USA, June 11, 2020 -- The call center that’s helping Idaho’s Department of Labor cope with a huge backlog of unemployment claims would see its staffing double from 50 to 100 by next Wednesday, under an additional $3 million in funding approved Thursday.

State Labor Director Jani Revier said the center opened with a staff of 30 and was immediately overwhelmed; it was then boosted by another 20, but still couldn’t handle all the calls. "Now, after having a full week … we know that 50 is not enough," Revier told Gov. Brad Little’s Coronavirus Financial Advisory Committee. "We need to be more in the neighborhood of 100 agents to really address the incoming need."

CFAC approved Revier’s request for $3 million in federal coronavirus aid funds to expand that staffing; Labor already has received $10 million to address the more than 145,000 initial claims for unemployment filed since the coronavirus pandemic began. Revier said the additional money would expand the contract with Maximus for the call center; the contract runs through the end of December, when the federal aid runs out.


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Alex Adams, CFAC chairman and the governor’s budget director, asked whether the state’s paying more than the going rate for call centers in the area. Revier responded, "While it may not be the cheapest alternative, it was the alternative that we could use to staff up the quickest and have the technical expertise to … work through this backlog as quickly as we can."

"It just seems to me this is a practical answer to a real problem," said businessman Dennis Johnson, who moved to approve Revier’s request. Former Sen. Shawn Keough seconded the motion.

Lt. Gov. Janice McGeachin made a substitute motion to instead "give that money to a local Idaho call center and work to put Idahoans back to work." Her motion died for lack of a second.

Rep. Rick Youngblood, R-Nampa, said, "I am still and I’m sure all of us are getting phone calls from constituents who have said, ‘I have filed the end of March, I have called, called, called, I have not gotten anywhere.’"

Revier said, "We know that we have a backlog, and we need to get through this."

#contactcenterworld

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


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

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

Published: Monday, June 15, 2020

Printer Friendly Version Printer friendly version

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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