1 minute read
By Amy Curry
Posted in Customer Engagement
Verint recently announced that Kids Help Phone (KHP), a Canadian national e-mental health service for young people, has expanded its operations using the Verint Customer Engagement Cloud Platform and Workforce Management (WFM) to address unprecedented increases in call volumes due to the COVID-19 pandemic.
Canada’s only 24/7 national support service, KHP offers e-mental health and well-being support to young people through bilingual professional counseling, clinically based tools, resource referrals and crisis support services. The organization gives millions of kids, teens and young adults a safe and trusted space to talk in any moment of need by phone, through text or in self-directed support.
In 2020, KHP had over 4.6 million connections with young people—compared to 1.9 million connections in 2019. To address this increased demand, the organization hired more than 50 new counselors, trained over 1,800 new crisis responders, curated new COVID-related resources on its website, and launched a new texting service. KHP is implementing the Verint WFM solution to enhance and improve forecasting and scheduling of professional counselors, as well as better serve members.
Read on for details.
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