Dixons Stores Group

The transition of a contact centre programme delivering efficiencies inline with the financial model and service level contracts, across the Dixons Group’s core six high street business units. A range of service improvement projects across IT, management information, business process re-engineering, service improvement, telephony/IVR, recruitment, training, HR, sales, accompanied by a programme of organisational and cultural change. This 1200 seat contact centre programme was supported by a Clarify CRM platform to which a number of the process improvements were reliant.

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