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Shop Direct Innovations Awards Site Visit, Speke

22nd June, Speke

Thank you for registering. Full travel and event details will be available closer to the event.

If you have any questions please do contact the main office on 0333 123 5960, or email events – events@theforum.social

Who should attend? This case study will be of huge interest to anyone involved with channel shift, customer contact strategy, change management and aligning cultures – whatever your sector – as well as those working in online retail or with outsourced operations. It’s also a great chance to look at digital/webchat operations and understand what drives success in practice. 


Key results

  • Digitally assisted contacts have tripled – on target to reach 60% by year 3
  • Self-service now at 50%, on track for 85% by year 3
  • Offshore contact moved from 25% to 75%
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Get started on your Challenge

Use this workbook to help you to start thinking about your goals for 2017. Use the exercises to help refine your ideas.

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