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News : Over 2,600 Calls Received by Refuge Helpline in 2018

#contactcenterworld

Dubin, Ireland, Nov 28, 2019 - Saoirse Women’s Refuge, which received more than 2,600 calls to its helpline in 2018, is raising awareness of supports locally for families fleeing domestic violence.

Based in Tallaght, the Saoirse Women’s Refuge is running a number of local events to coincide with the Women’s Aid national campaign, 16 Days of Action.

This campaign calls for action at an ‘international, national and local level to make women and children safe from abuse’.

Locally Saoirse, which is preparing to open its second refuge in South Dublin County, is focused on raising awareness and providing information.

Alongside raising awareness among members of the community, Saoirse also hopes to raise awareness among elected representatives, policy setters and funders of the demand locally for refuge services and supports.

Saoirse also hopes to reach out to local businesses, which may be in a position to support the service.

According to figures provided to The Echo by Saoirse, the Tallaght refuge provided emergency accommodation to 72 women and 133 children last year.

They also placed 12 women and 16 children in safe houses, supported 186 families through its outreach services and received 2,627 calls to its helpline.

Due to capacity constraints, Saoirse could not accommodate 287 families.

Speaking with The Echo, Orla Kelly, assistant manager at Saoirse said: "We want to raise awareness of the demand for domestic violence services locally and also provide people with information on what services are available.

"We want to raise awareness that there is help."

The team at Saoirse is currently preparing to open its second refuge in South Dublin County next month, a five-bed emergency refuge that can cater for five adults and 15 children.

However, while this is a very positive move, thanks to funding from South Dublin County Council and TUSLA, Ms Kelly believes more needs to be done.

"It’s very positive that we received funding to open a second refuge – it will make a difference to a lot of families," Ms Kelly said.

"However, there is still more to be done . . . there is a huge need locally, just look at last year’s figures."

Saoirse’s awareness campaign will start on Monday, November 25, with an information stand beside the IMC cinema in The Square.

Staff will be on hand to provide information and will also be selling Saoirse’s annual Christmas cards in aid of the refuge.

Members of the community are also invited to support Saoirse in refurbishing the new refuge by taking part in their upcoming 1km Family Run on Sunday, December 1.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.echo.ie


Today's Tip of the Day - Plan Training In Advance

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

Published: Monday, December 2, 2019

Printer Friendly Version Printer friendly version

2021 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.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
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.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
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.

7.) 
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.

8.) 
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.

9.) 
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.
 

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