Hamleys boosts agent morale and sees 50% reduction in costs with Freshdesk Vaughan Potter Case summary Hamleys of London Limited is the finest toy shop brand in the world. With a rich legacy of over 250 years, Hamleys is known for its toys, entertainment, and service. The company is owned by C. Banner, a large Chinese fashion wear conglomerate. The flagship store of Hamleys is set in Regent Street, London and has over seven floors, with more than 50,000 toys on sale. It is considered one of the city's prominent tourist attractions, receiving around five million visitors each year. The chain has ten other outlets in the United Kingdom and also has more than 60 franchises worldwide. Head of Customer Services at Hamleys, Vaughan Potter, took the decision to move away from their existing custo

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