Case Study ON THE NICE SOLUTION ABOUT DSW DSW (Designer Shoe Warehouse) is a well-known brand that sells thousands of shoes for women, men and kids in more than 550 stores throughout the US and Canada. DSW is all about inspiring self-expression, and its customers value the thrill of finding the perfect shoe at the perfect price. A huge assortment of handbags and accessories also adds to the breathtaking assortment for which DSW is known. The company operates four contact center locations; the main location is in Columbus, Ohio, which is also the site of the company’s headquarters. The other three contact centers are operated by BPOs (business process outsourcers) and are located around the world. Around 550 agents service millions of interactions yearly among multiple channels, i

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