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

ContactCenterWorld.com

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

Twitter

Facebook

LinkedIn

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

LinkedIn

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

OK
Become a Basic Member for free. Click Here

News : Lifeline Macarthur's Crisis Call Service Expands

#contactcenterworld

Smeaton Grange, NSW, Australia, Aug 12, 2019 -- Lifeline Macarthur is helping to save more lives than ever before.

The charity organisation has installed five new phone lines at its Smeaton Grange crisis call centre to meet growing demand.

The 24-hour telephone line operates seven days a week fielding calls from people who are struggling with their mental health.

Lifeline Macarthur chief executive officer Brad Hannagan said the vital service had experienced an upsurge in calls over the past year.

"We had to install the new lines to respond to the level of demand," he said.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

"Lifeline is recognised as one of Australia's most well-known crisis call centres and we will continue to grow the service."

In the past five years, the number of people contacting the Lifeline Macarthur crisis support line has doubled.

The number of people contacting the call centre rose by 27 per cent in the past year alone.

Mr Hannagan said the rise in calls could be attributed to general population growth and the change in attitude toward mental health awareness.

"The stigma around mental health is changing - and that is a good thing," he said.

"People are generally more open to talk about mental health issues now."

Statistics show men are three times more likely to commit suicide than women, and only 27.5 per cent of men with symptoms of mental illness are accessing professional services.

Mr Hannagan said three out four suicides in Australia were committed by men.

"It's a problem in every Western country - the numbers are similar in the US, Canada and the UK," he said.

"We need to do something to break down the walls and stop the stigma associated with mental health."

Lifeline Macarthur will also host a Men's Long Lunch on Friday, October 18.

The event aims to raise awareness of the mental issues affecting men. More than 200 people attended last year's inaugural long lunch.

The 2019 long lunch will be held at Rydges Campbelltown.

Mr Hannagan said tickets were already selling out fast.

"We had more than 200 men come last year," he said.

"We are hoping it will be even bigger this year.

"The feedback we had from the men who came along last time was that it was a safe space for men to share some of the tough times they had been going through with other men."

Guest speakers at the event will include former endurance runner Pete Wilson, Paralympian Erik Horrie and deputy commissioner of the Mental Health Commission of NSW, Allan Sparkes.

Any funds raised at the event will be used to support the crisis support line.

If you, or someone you know needs crisis support, call Lifeline on 13 11 14.

Anyone interested in volunteering can call or email.

#contactcenterworld

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


Today's Tip of the Day - Late Bookings

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

Published: Wednesday, August 14, 2019

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

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 1463 
Share

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