The Entertainer upgrades contact centre technology
Multichannel toy retailer The Entertainer has entered into an agreement with Transversal in which the contact centre specialist has installed new technology in its client's contact centre ahead of peak season. The Entertainer has deployed Transversal's online self-service solution for five years and is now extending the facility to its contact centre agents who support high volume online demand from customers as well as from its stores which now number over 120.
The Entertainer's head of operations and customer service said "Peak times are incredibly challenging for our agents, especially at Christmas when the race is on for people to buy trending toys. Our training times for agents have decreased significantly. we have improved our consistency of information and it is easily accessed."