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NorthStar Home Chooses 8x8 for WFH Support During COVID-19
North Star Home, a home security company based in Utah, has announced it is now letting its contact center agents work from home as the COVID-19 pandemic continues to affect the nation. More businesses than ever have begun remote work operations to maintain productivity through these uncertain times.
With the help of 8x8 (News - Alert), North Star Home is now allowing employees and contact center staff to stay connected and complete their daily jobs from the safety of their homes. Using 8x8’s integrated cloud communications platform and contact center solution, the company can continue to offer support to its nationwide customer base of over 60,000 customers.
Like most companies, NorthStar Home needed a quick way to get employees up and running from home without sacrificing their high-levels of customer service.
Using 8x8 X Series, a smooth transition was possible in the matter of just days. Agents gained access to customer data, tools like speech analytics, outbound dialers, ACD and more - all via one unified platform.
“NorthStar Home’s mission is to provide our customers with security and peace of mind through quality products and superior service. Business resiliency is very important as our 24-7 support staff, well-trained technicians, and professional consultants must ensure customers are always safe, and can rapidly respond to their needs at any time of day, from any location,” said Jay Spencer Waldron, Director of Technical Services at NorthStar Home.
“We already had several remote employees, but the ability to shift the entire organization to work from home, and keep both employees and customers protected, required a monumental team effort,” said Waldron.
8x8 X Series is an integrated cloud voice, video, chat, contact center and analytics solution offered on an open, modern cloud technology platform.
Most remote teams working from home today are leveraging video meetings as a way to stay connected and productive. Officials with 8×8 say the company is seeing a significant increase in usage across its video meetings solutions as monthly active users have now grown globally to over 7 million.
“In addition, the rich reporting and analytics capabilities from 8×8 allowed us to remotely track agent and contact center performance, and quickly measure the success of new ideas, such as scheduling changes, on-demand staffing, and shift splitting. 8×8 Video Meetings also enhanced team communication and collaboration amongst the remote workforce, and during agent coaching as well,” said Waldron.
Edited by Maurice Nagle
