IT services and solutions for retail and hospitality

  • 5 Aug 2013

Retail Assist Help Desk Advisory Board Part 2

Last week saw our second Help Desk Advisory Board evening all about ideas, innovation and feedback from users of service on the Help Desk, held at our head office in Nottingham. Once again we welcomed store staff representatives from major high street retailers, this time including Karen Millen, Coast, Oasis, Warehouse and Superdry.  The discussions held were very valuable, leaving us with many interesting ideas for future developments.

Main topics discussed in this meeting included ring time vs. resolution time, methods of logging calls, help sheet usage and the effectiveness of call categorisation. Ideas put forward were both interesting and well thought out, leaving everyone with plans for future innovation.

Although plans are, at this point, confidential, we can say that a lot of good has come from meeting with those that work on the front line of retail.  From our two meetings we were able to chat with various members of retail staff from Nottingham and the further midlands, learning of their frustrations and of the things that make their lives easier, ensuring we are offering a service tailored to their actual needs, rather than to assumptions made whilst sitting in our office.

At the request of members of the Help Desk Advisory Board we have a follow up meeting in October to discuss progression, and to further improve upon the relationship between ourselves and our clients. A huge thank you to everyone that attended the event, we look forward to seeing you again soon.

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