Shop Direct Site Visit: Easy, personal and solved: a digital journey Filed under - Archived Content, The Forum THE DATE: 22nd June 2017 THE LOCATION: Speke THE DESCRIPTION: Shop Direct has transformed from catalogue company to successful online retailer, with a pivotal role played by outsource partner Webhelp in this achievement. Fast-paced change was delivered throughout 2016: the first stage in a 3-year transformation roadmap that has already trebled digital-assisted communication from ‘Miss Very’ (the customer) while shrinking inbound contacts by 7%. Half of all customers now self-serve, with channel-shift for others coming by removing email and promoting webchat. Insight and Analytics has been a critical success factor, alongside empowerment of frontline colleagues, which makes possible more personal service experiences, encouraging ‘Miss Very’ to return again and again. What’s more, cross-functional ‘skunkworks’ projects sanction teams to work in unconventional ways towards more ambitious outcomes. Who should attend? This site visit 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. THE ORGANISERS: The Forum THE WEBLINK: http://theforum.social/Awards/ArticleId/4352 Author: Rachael Trickey Published On: 14th Jun 2017 Read more about - Archived Content, The Forum Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter