Helping to build the Contact Centre of the Future for Home Retail Group

Helping to build the Contact Centre of the Future for Home Retail Group

Home Retail Group is one of the UK's largest retailers and operates one of the UK's largest customer contact operations for its major retail brands including Argos and Homebase. The Group has implemented a next generation technology platform for the Group's 'Contact Centre of the Future' programme.

This project is set to unlock significant operational savings through the deployment of integrated technology solutions from vendors. These include Avaya, Verint, Nuance and Conversocial.

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Operational Challenge

Home Retail Group selected Sabio to help deliver the technology element of its major 'Contact Centre of the Future' project transformation.

Sabio Solution

Sabio is working closely with Home Retail Group's Customer Services team to create a comprehensive platform for the 'Contact Centre of the Future' project.

Results Delivered

  • Deploying next generation Avaya infrastructure to support Home Retail Group's 1,700 operational staff across five key contact centre locations
  • Automating simpler customer activities through the use of Interactive Voice Response (IVR)-enabled self-service and online technologies
  • Improving first time resolution by empowering advisers with the right information
  • Providing a more flexible resource model through the application of best practice Verint Workforce Optimisation technologies

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