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News : The Canada Revenue Agency is Acting to Improve Service to Canadians this Tax Filing Season

#contactcenterworld, @canrevagency

Ottawa, ON, Canada, Feb. 1, 2021 -- To get ready for a tax filing season like no other, we've introduced a number of measures to help taxpayers get the tax and benefit information they need. The Canada Revenue Agency (CRA) knows that many Canadians have been impacted by the COVID-19 pandemic, and we're here to support them during this difficult time.

The new service enhancements for the 2021 tax season include:

Additional call agents to further increase call centre capacity: Throughout COVID-19, the CRA has seen a significant increase in call volumes. To help manage this, the 2020 Fall Economic Statement allocated additional funding to the CRA for call centre operations.

Using this investment, we've hired additional agents who will help with increased call volumes. We have also contracted a third-party service provider to assist with client service capacity issues. These agents will be able to answer general enquiries about emergency benefits, but they will not have access to taxpayers' personal information.

New automated callback service – This new service lets callers ask for a call-back instead of waiting on hold. Callers on the individual tax enquiries, benefits enquiries, and business enquiries lines may be given the option of a callback when wait times reach a certain length. The new automated callback service is easy to use, secure, and helps save callers time on the phone.

Extended call centre hours: Leading up to and throughout tax-filing season, our Individual enquiries line is open Monday to Friday from 9am to 9pm local time, and our extended Saturday hours will be 9am to 5pm as of February 27th.

Before calling the CRA

Check Canada.ca: We are improving the information on Canada.ca to make it easier for taxpayers to understand the impacts of the COVID-19 pandemic on their taxes. The goal is to ensure as much information as possible is available online - such as information on what a taxpayer should do if they received T4A/RL-1 slips for COVID-19 emergency benefits.

Quotes

"Through our government's significant investment in CRA Call Centres in the 2020 Fall Economic Statement, we are able to prepare for a tax-filing season unlike any other. The CRA remains committed to putting people first so that Canadians have access to the tax and benefit information they need. Our government will be there for Canadians to do whatever it takes, for as long as it takes to help them through the current crisis."

-The Honourable Diane Lebouthillier, Minister of National Revenue

#contactcenterworld, @canrevagency

Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About Canada Revenue Agency:
Company LogoThe Canada Revenue Agency provides information, services, and applications that help promote compliance with Canada's tax and regulations, including forms, publications, and guides.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

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

Published: Wednesday, February 3, 2021

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.) 
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
 

New 2021 Membership

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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