8x8 enabled hybrid working
Halfords chose a comprehensive cloud communication platform provided by 8x8. This ties employee communication and the contact centre colleagues together — to enable users to deliver and monitor the customer experience throughout the organization. Teams in Halfords’ contact centre can now engage with customers using the tools that their customers want including voice, webchat, email, SMS, call-back, and social media, plus analytics. Support teams and other office workers will also benefit from improved abilities to get customers the right resources quickly. Administrators will be able to onboard new employees or change permissions with a few clicks on a web-based dashboard.
Choosing 8x8 allowed us to adapt and provide thousands of colleagues with an integrated communication platform."
See the full story
Stores
Garages
Mobile motoring services vans
With 8x8, patients are now getting far better experiences – and no engaged tones at the switchboard. They can use DDIs to reach employees or request call-backs. Meanwhile, managers value being able to see analytics on wallboards in real-time – and can fine-tune services to fit needs.
With better communications and insights, the contact centre has been able to handle around 200 calls per day, up from 90. They’ve also driven down the number of missed appointments, which can cost £300-800 each in an area such as radiology.
The Trust’s corporate goals are built around the 5 ‘P’s – Patients, People, Place, Performance, and Pounds. With 8x8, we’ve met every one of these.”
Admin staff relocated
Hot-desking enabled
Call volumes handled
