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News : One in 10 Calls to Police are Mental Health Cases

#contactcenterworld

Canberra, Australia, Oct 14, 2016 -- It is a busy night in ACT Policing's call centre. Officers are responding to the 200-odd calls they receive each day. A policeman picks up a call from a family member of someone threatening to take their life.

Can they get there in time? How will the person react when police turn up? What extra support do they need?

Police often face challenges in attending a daily average of 10 mental health calls, but a senior officer is reminding the community that they can handle them and they are there to help.

Mental health calls make up 10 per cent of those received by ACT Police, or about 290 of the 6880 calls they receive in a month.

Detective Superintendent Francis Jamieson said people may be surprised that police work goes far beyond chasing criminals.

"We are not only called for law enforcement," he said.

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"Not all police work results in action where we have to prosecute someone and in fact a lot of the time we don't. We can help if you think someone is going to hurt someone else or themselves, or if they're worried about where a family member or friend is."

A lot of their jobs involve missing persons who are experiencing mental illness, welfare checks and tragically, suicides.

And while police officers are not mental health workers, Superintendent Jamieson said frontline officers were trained to understand how to recognise, relate and respond to mental health incidents and were often the first to arrive on scene.

He said details down to tone of voice, body language and whether they wear or hold their hat could determine whether someone in distress accepts or rejects the help of police.

"Not everyone will feel that way [intimidated] but we do things like ensuring we talk to someone in a negotiating rather than a direct manner," he said.

"Some incidents might require us to quickly get a team together, particularly if someone has been hurt, but a lot of time it is just talking to people and connecting them with the appropriate support."

One challenge for police officers was accepting their limits when dealing with mental health.

This is why mental health specialists were embedded in police operations, from assisting first responders in the call centre to advising frontline officers.

"It is not always obvious that a mental health situation is occurring and may not even be obvious to a consumer that they are having a mental illness or some sort of emotional problem," Superintendent Jamieson said.

"We try to help them realise that there is a mental health element and get them help."

While police are taught how to get them support, Superintendent Jamieson said it was also important for officers to foster their own mental health, with policing among the high-risk professions for developing PTSD.

"We have internal processes where we look after our members, we have a welfare team available for our officers to speak to, we have wellbeing services within the ACT and we have leave and other entitlements," he said.

"For everyone suffering a mental illness, it is about knowing there are people to talk to."

Mental Illness Education ACT was one community educator closely involved in educating and assisting police in the mental health of their own team and of members of the public.

Executive officer Samantha Davidson-Fuller said mental health consumers regularly volunteered to share their stories with police.

"For example, one person told officers they would be more relaxed if they walked towards them with their hands by their side rather that on their hips," Ms Davidson-Fuller said.

"It is incredible how keen they are to understand mental health issues and help the community understand that they are there to help."

If you or anyone you know needs help, call Lifeline on 13 11 14 or Kids Helpline on 1800 551 800

Only call 000 in emergencies. For all other non-emergencies, call 131 444

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.canberratimes.com.au


Today's Tip of the Day - Voice Mail Timeout!

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

Published: Monday, October 17, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844
 

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