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News : Welsh Ambulance Service: Contact Centre Staff Left Upset by Wait Times

#contactcenterworld, @welshambulance

Cardiff, Wales, Aug 1, 2022 -- Staff from the Welsh Ambulance Service's Clinical Contact Centres (CCC) have opened up about their 'horrible' experiences of having to tell people they could be waiting hours for an ambulance in an emergency.

The Welsh Ambulance Service (WAS) has previously stated that it is under 'significant pressure'.

This is a common theme throughout the UK - a survey of more than 1,000 adults found around six out of 10 (61%) people were not confident an ambulance would arrive quickly if they needed one.

The poll, carried out by Ipsos for the PA news agency, also found that nearly two-thirds (64%) of people did not have confidence they would be seen quickly in A&E if they needed emergency care.

At the bi-monthly WAS Board meeting held in Wrexham on Thursday, July 28, members were shown a video which detailed CCC staff's experiences of having to deal with what can often be distressing calls.

This was alongside hearing more about the WAS Trust’s new engagement framework, receiving an update on its Integrated Medium Term Plan and learning about the actions the organisation is taking to mitigate patient harm.

In a video shown to the board - titled 'Impact of current pressures on CCC staff' - two members of staff revealed how they felt about the current situation.

It was described as a 'tiny snapshot that brings to life the reality' of the pressures currently faced by staff.

The first member of staff speaking in the video said: "Even from what it was like during the pandemic, to 2020, it has been getting worse and so that has been harder on all of us.

"When you start your shift and can see how long the calls have been waiting there for and get people phoning back in and saying how long they've been waiting and you have to tell them they will, unfortunately, be waiting even longer, you just have to grit your teeth when you do have to tell them how long they'll have to be waiting. It's really not a pleasant experience."

#contactcenterworld, @welshambulance

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thenational.wales


About Welsh Ambulance Service:
Company LogoThe Welsh Ambulance Service is an NHS trust and the national ambulance service for Wales.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Tuesday, August 2, 2022

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2024 Buyers Guide Help Desk Software

 
1.) 
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!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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