Argos ‘Sales Through Service’ for Live Chat Agents A thorough Training Needs Analysis was carried out which involved listening to calls and reviewing chat transcripts to identify where opportunities were taken or missed. Focus groups and meetings were held with all levels to understand the cultural views on selling, how confident the teams would be and how the systems could support them to find the right alternatives and add-on products. Over the past four decades Argos has grown to be one of Britain’s most well-known retailer brands, employing more than 50,000 people in stores, contact centres and offices across the UK. Initially famous for electrical goods, jewellery, toys and homeware the product range has grown to more than 60,000 items sold online and via 840 stores. The P

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