Mothercare identified that it needed to reduce the lower value customer service calls and emails in order to support multichannel expansion
Mothercare identified that it needed to reduce the lower value customer service calls and emails in order to support multichannel expansion
7 PagesCase study “....I don’t think it’s anything we can imagine taking away from the business." Customer Contact Manager Mothercare Sector: Retail Implementation: Contact centre | Self-service "Prescience TM reduced agent training time from three weeks to eight days. We don’t need to train our agents to know that, only where to find that." Headquarters Betjeman House 104 Hills Road Cambridge CB2 1LQ UK T el: +44 1223 488 700 Fax: +44 1223 488 701 www.transversal.comThe challenge Mothercare faced a number of challenges with its web channel, contact centre and access to appropriate information to serve customers in store. Feedback on its website, both directly and via focus groups, demonstrated that it wasn’t providing access to the right answers for queries, so customers were
