Initially we spent time on and off site to carry out a full learning needs analysis. This involved spending time observing the Live Chat teams, holding focus groups with team managers, induction trainers and advisors and reviewing samples of Chat logs and training modules that were currently being provided. The NEXT retail chain was launched in February 1982. Today NEXT trades from more than 500 stores in the UK and Eire and around 200 stores in 40 countries overseas. Over the last few years several larger format fashion and home stores have opened across the UK. Online shopping was introduced in 1999 and the entire NEXT Directory became available to shop from on the internet, page by page – another first in home shopping in the UK. NEXT Directory now also serves customers in ar

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