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.
Home Retail Group selected Sabio to help deliver the technology element of its major ‘Contact Centre of the Future’ project transformation.
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.
- 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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Steve Carson, Director of Retail and Customer Operations at Home Retail Group discusses his key findings from the study visit to Silicon Valley.
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