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News : Local COVID-19 Contact Tracing System Launched to Support National Efforts

#contactcenterworld

Oxford, UK, Oct 13, 2020 -- A new local contact tracing system is being launched by the councils in Oxfordshire to help people who’ve recently tested positive for COVID-19 as part of the continued effort to #stopthespread.

Oxford City Council, Oxfordshire County Council and the county’s four district councils will work to contact people that the NHS test and trace national system is unable to reach.

The local system does not replace the national system which already reaches the large majority of cases. It will compliment the existing well-established arrangements and will seek to reach people the national system has not managed to reach.

Where national and local Oxfordshire County Council call handlers are still unable to contact people, trained staff from the City and District councils’ Environmental Health teams will visit individuals at home and deliver letters explaining that why the Council is trying to get in touch and asking people to contact the call centre.

People contacted will be advised to isolate, talked through how to access local support when isolating, and asked about details of their close contacts so these can then be followed up by the national team.

The service will run seven days a week with calls coming from the council using a local (01865) phone number. Text messages will also be sent to people with mobile phones telling them to expect a call.

"We are working with our partners at a local level to help ensure the national test and trace system is as effective as possible. Our environmental health officers have a wealth of experience in tracking infection from other work such as tracing people following suspected cases of food poisoning. Our teams have extensive local knowledge to draw on and a personal approach will help to locate people who are hard to reach through the national system. They will also be signposting people to the assistance available from the City Council and our volunteer partners so that people get all the help they need to self-isolate properly. Our role is to find people and then make it simple for them to do the right thing."

Councillor Louise Upton, Cabinet Member for a Safer, Healthier Oxford

"Our local contact tracing system provides another layer of support to help control COVID-19 in Oxfordshire.

"If you are contacted, it will be a locally based person on the other end of the phone. They will talk to you about what you need to do to protect your friends and family whilst isolating, and about what support is available nearby.

"The overall aim is simple – to limit the transmission of COVID-19. By isolating when you have symptoms, getting a test, and picking up the phone when we call, we will give ourselves an even better chance to #stopthespread."

Oxfordshire County Council Public Health Consultant, Adam Briggs

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.oxford.gov.uk


Today's Tip of the Day - Quality Provided By Agents

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

Published: Thursday, October 15, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

3.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

4.) 
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

5.) 
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

6.) 
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

7.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

8.) 
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.

9.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

10.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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