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News : UK Helpline Launched for East and South-east Asian Victims of Racism

#contactcenterworld

London, UK, Aug 9, 2022 -- A free nationwide 24-hour helpline offering support for east and south-east Asian victims of racism and other forms of hate in the UK has been launched.

The On Your Side helpline will be run by specialist advisers to provide tailored and culturally sensitive support. Longer-term support from a trained casework advocate will be offered, with case workers helping people understand their rights and direct them to specialist support services.

The service operates seven days a week and was created in response to the "dramatic rise" in hate crime directed towards the people from east and south-east Asian backgrounds in the UK since the start of the Covid-19 pandemic, organisers said. This increase had highlighted the gap in support and reporting services, the organisers added.

On Your Side, which is described as the first of its kind in the UK, is being funded by the Hong Kong British nationals (overseas) welcome programme through the Department for Levelling Up, Housing and Communities.

Helpline operators speak various languages including Japanese, Chinese Mandarin, Cantonese, Hakka and Hokkien, Tagalog and Indonesian, but can support victims in any language with support from trusted interpreters.

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The service has been developed by a consortium of 15 national and community-based organisations with expertise in hate crime reporting, hate crime prevention and supporting east and south-east Asian victims of racial abuse.

Kimi Jolly, the executive director of ESA Scotland, one of the organisations involved, said: "People from east and south-east Asian communities have experienced a huge increase in verbal and physical racially motivated attacks yet, up to now, there has been no support tailored to them in terms of language, cultural awareness and being able to record their ethnicity accurately.

"I know the impact of this first-hand. I’ve been violently assaulted, harassed and verbally abused. During the pandemic, I was asked to leave a shop when other people weren’t. I had sanitiser sprayed all over me on a bus. And I’m not alone in experiencing such incidents. Some people still don’t consider racial jokes made towards members of the east and south-east Asian community as actually being a form of racism."

Hau-Yu Tam, the head of campaigns at End Violence and Racism Against East and South-East Asian Communities, said: "We know people can be fearful, reluctant or unsure how to report hate crimes and incidents. Using this service means that community members who are calling or writing in will be centred in the process.

"They are the ones to decide what, if any, information will be shared with the police. While the number and nature of incidents will be recorded, details remain confidential unless the individual would like help reporting the crime. The primary focus for us is to assist in an appropriate, caring, joined-up way. Everyone deserves to feel safe, respected and supported."

Andy Fearn, the co-executive director of Protection Approaches, the charity leading the consortium, said: "During a consultation we conducted to inform the design of this service we spoke to over 150 people from east and south-east Asian backgrounds. Two in five had been victims of a hate crime or hate incident in the last two years. More than half of those incidents were never reported, while fewer than a quarter sought any form of support afterwards.

"We repeatedly heard that east and south-east Asian victims of hate crime do not report what has happened to them because they are afraid of dealing with the police and don’t think the police or other reporting services will believe them or take their report seriously. Others told us that they had difficulties accessing reporting and support services because of language and other barriers."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.theguardian.com


Today's Tip of the Day - CRM Technology

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

Published: Thursday, August 11, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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