Simply put, it's these kinds of strategies that will help 211 Admins develop live help protocols around an ever-changing landscape of contact center support. Admins must determine where hand-offs occur, all while juggling a hybrid brand of live help the...
Every agency configures these rules differently. Standard timeouts range from 10 to 30 minutes. Finding your balance is key. Too short frustrates customers. Too long hurts agent productivity....
If you run a 211, you already know the tension: demand keeps rising, staff capacity doesn't, and every call that comes in — whether it's a complex housing crisis or someone just needing a food pantry near them — lands...
As Inform USA members, we know that Information and Referral is more than just providing a phone number. Good I&R is about high-quality resource curation, empathetic assessment, and closing the gap between a person in crisis and the help they...
With OnDemand AI-infused automated agent, admins are able to focus on the important stuff, while OnDemand dutifully gathers the boring bits!...
We are living during a time that has become increasingly unsafe with greater risk of being scammed or defrauded than ever before. Our clients are now being asked for more verification that they are providing services to the actual person...
Breathe new life into your static lists and always be certain that your texts are delivered....
211s are using OnDemand for after hours! Instead of messing with complicated VOIP switches, turn to 211 OnDemand....
With PreventionPays, your team is empowered to use text to it's full capacity, with "Hybrid Configurations" (part automation, part live help) there's literally no end to the possibilities....
You've seen it a thousand times, in inbound call to your mobile device, first startled, then frustrated, and finally annoyed. Robo calls are on the rise - AGAIN! As email read rates continue to decline and phone calls continue to...