Head of Customer Service
Foehn Case Study - Vision Direct
A journey of rapid growth, navigating complexity and building for the future
As Europe''s largest online contact lenses supplier, Vision Direct have enjoyed rapid growth in their contact centre over the past three years, tripling the number of agents. Damian and the team have had to manage complexity around multiple sites and multiple languages – always keeping a laser focus on their customer experience. Vision Direct are now integrating technologies such as network level PCI and applications such Salesforce.com as they continue to build on their success.
• Managing Rapid Growth – tips on how to successfully manage a contact centre through expansion
• Making the Complex Simple – Vision Direct’s experience of managing multiple sites and languages
• Creating a Platform for the Future – Currently adopting network level PCI and integrating with Salesforce.com – what else is in the future vision?