Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




News : Leaving Certificate Results Brought Busiest Day for Samaritans Helpline

#contactcenterworld, @samaritans

Dublin, Ireland, April, 2019 -- The day of the Leaving Certificate results was the busiest day of 2017 for the Samaritans helpline, new figures show.

Some 2,266 calls were received by the helpline on August 16th, 2017.

The former minister for education Richard Bruton said he hoped the review of the Leaving Certificate carried out by the Curriculum and Assessment Board will help ease the pressure on students.

Mr Bruton said the review of the Junior Certificate had changed it into a more broad-based assessment with less emphasis on the final exam and he hoped something similar could be achieved for the Leaving Certificate.

"They (the board) have gone into the schools and done this on a bottom-up model with a lot of engagement from local schools," he said.

"Hopefully that is something that will be possible in the Leaving Certificate as well. There are strong calls for a change in the way the Leaving Certificate is structured.

"Of course a lot of people have great faith in the Leaving Certificate, its fairness and so on so we can’t risk losing those, but we have to look at ways of taking the pressure off students and allowing them to perform to their best without that type of pressure."

Groups consulted as part of an official review of the Leaving Cert suggested students should be assessed on a staggered basis over two years instead of facing a single set of summer exams .

Speaking in his capacity as current Minister for Communications, Mr Bruton welcomed the announcement that six major telecom providers - BT Ireland, eEr, Sky Ireland, Three Ireland, Virgin Media Ireland and Vodafone Ireland - have extended their partnership and agreed to support the helpline until 2024.
No barrier

Mr Bruton said it was vital there was no cost barrier to accessing the Samaritans.

"The whole area of mental health and the support for people coming under pressure is a huge growth area," he said.

"Even through the very difficult years of the recession, we kept expanding the amount of money spent on this, but it seems that the faster we expand resources, the greater the need. That is a challenge in many societies.

"You can’t resolve this simply by Government services. Having so many volunteers giving up their own time and undertaking the rigorous training that is needed to be resilient enough to handle telephone queries, that is really something to be valued and supported."

Samaritans Irish regional director Cindy O’Shea said calls to the freephone helpline had doubled since it was made free in 2014.

She said: "The introduction of freephone made a huge impact. It is amazing that in that time volunteers have answered almost three million telephone calls, as well as given support to thousands more by text, email and face to face in branches, in communities, at festivals and in prisons.

"We are thrilled that our largest telecommunications companies have shown their faith and confidence in us to continue delivering this service to their customers and others who need us in their darkest hours."

The main issues people contacted Samaritans about last year were mental health or illness (36.2 per cent), isolation and loneliness (30 per cent), family issues (28.5 per cent) and relationship problems (20.9 per cent).

Other callers were worried about physical health, illness, bereavement, violence, abuse, drug and/or alcohol misuse, and finances and unemployment.

The busiest day of the last five years for the Samaritans was June 27th, 2015, the day after the Tunisian terror attacks in which three of the 38 tourists murdered by a gunman were Irish.

On that day 2,334 calls were made to the helpline.

#contactcenterworld, @samaritans

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Allow Enough Space For Data

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

Published: Wednesday, April 3, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Customer Relationship Management


Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615


A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070


Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =