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 are not already booked on this site visit or would like to add a place for your colleague then express your interest here and we will be in touch to discuss your options.

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

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

In the first year of the transformation, issue resolution C-Sat scores of 81% have been sustained, while significantly reducing costs by:

  • Tripling digital-assisted contacts, to 15% in year-1
  • Cutting inbound contacts by 7%
  • Enabling 50% of customers to self-serve


Apply for Forum Membership

Please complete the  form below and we will be in touch to discuss which membership package is most suitable for you.

You can also contact us by calling 0333 123 5960 or emailing

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