Poole 30 June 2021 -- Nasstar is pleased to detail how it has helped tools and building supplies retailer Toolstation adapt and overcome disruption during the global pandemic by delivering a secure remote working solution at speed. Nasstar’s solution has been a lifeline throughout the pandemic as call volumes have increased by as much as 1000% due to online orders and use of services such as click and collect.
In March 2020, Toolstation was forced to close its 450+ UK branches and contact centre. Immediately, the pressure was on to adopt a solution that meant staff could work remotely and ensure they could effectively and efficiently manage a rapid influx of phone-based enquiries from the safety of their own homes.
Nasstar had installed its hosted telephony solution, Talk, to replace the previously restrictive telephony solution, in addition to Nasstar Contact, a cloud-based contact centre. The solution has ensured that Toolstation agents and systems are PCI DSS compliant from any location, meaning that customer data is always secure.
Paul Spencer, Head of Customer Experience at Toolstation comments: "During times of disruption, it is comforting to know that we have a partner like Nasstar to turn to for help and guidance. The team was able to respond rapidly to our needs, ensuring operations could continue to run smoothly. As a result, we now have a solution that not only allows us to work remotely, but also delivers additional benefits in terms of efficiency and productivity, whilst completely de-scoping our agent desktop environments from PCI DSS whether working within our contact centre or remotely from home. My thanks to the team for pulling off a great service in such a short space of time."
Published: Thursday, July 1, 2021
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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.
*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 Performance Monitoring