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News : Mental Health Helpline to Expand After Demand Increases


Carlisle, England, Aug, 2021 -- A mental health helpline is planning to expand its service after seeing demand increase during the pandemic.

MindLine, run by Carlisle and Eden Mind, is set to benefit from donations from The Cumberland Building Society.

The line, operated by staff in Carlisle, currently runs from noon to 11pm weekdays and 5pm to 11pm on weekends and bank holidays.

There are also text and web chat facilities.

Michael Boaden, adult services manager for Carlisle and Eden Mind, said it was run on behalf of all Mind branches in Cumbria and served as both source of information and helpline for people who just wanted a chat.

Calls have increased over the last year and, although many were from regular callers, the pandemic had seen the number rise.

Michael said: "What we’ve seen over the course of the pandemic is that we’ve had an increase in calls overall and that’s been from a wide range of people.

"That includes people who are struggling with mental health issues generally speaking and have struggled more because their anxiety has increased or their symptoms of depression have got worse.

"And that includes people who may have had difficulty accessing other support during the pandemic through to people who never had mental issues before and were experiencing anxiety in particular for the first time and are potentially finding that quite frightening and disturbing and needed support with where to get help."

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The funding from The Cumberland comes through its AGM held in Carlisle on July 20.

The society is giving £1 for each vote cast with contributions also going to Mind in Lancashire and Support in Mind Scotland.

Phillip Ward, brand manager for The Cumberland, said: "Good mental health is a priority for us, and it’s become even more important over the last 18 months due to the impact of the pandemic.

"We’ve worked closely with Mind for a number of years as they have helped support our goal of improving colleague wellbeing, so we are thrilled to be able to provide them with this donation on behalf of our members that voted at our AGM.

"The funds will be used locally to support initiatives that will make a real difference in our communities."

Michael added: "It costs an enormous amount of money every year for us to maintain what is quite a complex system of support.

"So we draw on sources of support from all over including our own fundraising.

"The Cumberland’s donation will go to specifically keep the line open and hopefully develop the service as well, because one of the things we’re really keen to do in the longer term is to extend its hours.

"I’m not saying this donation will allow us to do that but it will be a massive contribution to keeping all the systems up and running."

Michael said staff had had to adjust to working from home, periods when they’d been stood down from work, and pointing callers towards other sources of help for practical problems like having enough food.

He said: "We’ve had to have a greater awareness but I also think that the principles of the way we operate the service haven’t changed.

"They’re very much about being supportive, open, non-judgemental and working with people as they are and what they need in terms of support."


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Motivating Agents With No Money!

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

Published: Thursday, August 5, 2021

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2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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