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News : Stark Warning Over Job Cuts at Haringey Council


London, UK, May 1, 2019 -- Plans to axe dozens more jobs risk worsening an already "toxic" environment in Haringey Council’s customer services team, union officials have warned.

Councillors were told further job cuts would pile more pressure on members of staff already struggling to cope with high workloads – and that could have a knock-on effect on benefits claimants and other service users.

The council has already been forced to almost halve its workforce after having millions of pounds wiped off its budget over the past nine years due to Government cost-cutting measures.

It is now planning to save a further £4.25 million over two years by axing another 62 full-time equivalent jobs amid an ongoing shift to online customer self-service.

Officers leading the restructure claim it will lead to improvements in the way the council interacts with residents.

But representatives from trade union Unison warned councillors at the overview and scrutiny committee on Tuesday (April 30) against worsening an already "toxic" working environment.

Gerard McGrath, joint branch secretary at Haringey Unison, said many staff members were already "bruised" from a previous round of job cuts.

He said: "There has been an increase since the last restructure in stress levels and people wanting to go off sick.

"Many people are working two jobs, in effect.

"In some areas, the demand for services has stayed at a particular level, but the ability to respond has been weakened significantly by cuts."

Mr McGrath told councillors members of the contact centre team would welcome an opportunity to work from home "because it is such a fractious, toxic working environment at the moment".

Benefits appeals officer at Haringey Council and fellow Unison member Maggie Griffin said the roll-out of Universal Credit – the Government’s welfare reform scheme – could have a big impact on workloads.

She said there was an increasing number of people applying for benefits and saying they could not pay their rent due to Universal Credit.

Cllr Ruth Gordon, Labour member for Tottenham Hale, said: "I am concerned from what I am hearing about the fact that we have got staff already under stress going to be put under an increased amount of stress.

"The point about Universal Credit also concerns me. I don’t think we have been hit by the impact of this yet. I think it is coming at us like an enormous tsunami."

Andy Briggs, assistant director of corporate and customer services, told the committee that customer services would improve despite the job losses.

He said: "At the heart of this, it is about making interactions with customers easier and focusing on those with the greatest need.

"It is not about standing down face-to-face services and telephony in their entirety. It is about focusing on what is most needed."

Belinda Black, interim programme director, pointed out that the number of planned staff cuts had been reduced from more than 100 to 62.

She added that more than half would be achieved by leaving positions vacant after people leave their posts.

The programme will see more cuts to agency staff than permanent workers, while many of the cutbacks will be made to management roles.

Ms Black said some of the reductions could come from people working reduced hours rather than losing their jobs altogether.

Committee chair and Labour member for Woodside Cllr Lucia das Neves told Mr Briggs to come back with an update in July.

She said: "I would like to see staff informing what is happening as members of the programme – and how we are using their knowledge, expertise and awareness.

"We would like to hear more about how that engagement is taking place and how the staff who remain have an adequate programme of support.

"We would like to see a bit more about learning from the past."


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - The Human Factor

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

Published: Friday, May 3, 2019

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2022 Buyers Guide Knowledge Management


Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.


Combines knowledge management with call support as continue improvement.

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.

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.


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.


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!


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.


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.


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.


Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.

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