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News : School Crisis: Huge Increase in North East Teachers Calling Emotional Support Helpline

#contactcenterworld

London, UK, April 10, 2018 -- A charity which offers mental health support to education workers has had a 17.86% increase in calls from teachers in the North East over the last year.

Between April 2017 and March 2018, the Education Support Partnership’s confidential helpline took 8,668 calls from clients who described themselves as teachers in the North East, which is a 17.86% increase on the previous 12 months.

Teachers, lecturers and staff can all dial the free helpline, which offers up to six sessions of counselling to education sector workers who need mental health or wellbeing support.

Stress and workplace performance were the two most common reasons for calls. There was a 16% jump in calls relating to conflict at work, while 18% more rang about bullying or harassment than in the previous year.


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The statistics also reveal:

The majority of calls were from primary school staff (45%).

The number of cases for education staff under 30 increased by 65% (compared to the previous year).

The highest percentage of calls were made in November 2017 (12%)

Teachers are encouraged to seek support early - before their problems reach a "crisis level"

Julian Stanley, CEO at Education Support Partnership, said: "The numbers are high, however put into context, the true scale of the problem is fully revealed.

"The majority of those accessing our support are doing so at a late stage; once they have reached a crisis level. This can and should be avoided.

"School leaders, governors, teachers and support staff themselves must work to end the continuing stigma that exists about seeking support at the earliest possible sign of poor mental health and wellbeing. It is not easy for teachers to do this unless the environment they work in is supportive and understanding.

"If you are in education and worrying more than usual, finding it hard to enjoy your life outside work or having thoughts and feelings that are difficult to cope with; these are all things that can lead to prolonged poor mental health if not dealt with.

"I would strongly encourage all education staff in the North East to access the support that is available when this occurs, as this provides the best chance of addressing the symptoms before they turn into something more serious."

I’m a teacher and need help - who should I call?

To access Education Support’s confidential and free helpline call 08000 562 561.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.chroniclelive.co.uk


Today's Tip of the Day - Voice Mail Cleanup

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

Published: Tuesday, April 10, 2018

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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.) 
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.) 
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!
PH: 833-427-7488

5.) 
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.

6.) 
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

7.) 
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

8.) 
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
 

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