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Customer service: Preparing for retail seasonal demand

With the high-street now open and lock-down restrictions eased, retail shopping behaviours and customer expectations have drastically changed.

Findings published in Puzzel’s Retail Smart Guide: Tips for delivering smarter shopping experiences, highlights that 58% of customers now plan to do all or most of their shopping online (an increase of 23% since before the pandemic). The research also finds in-store experiences remain a vital part of a retailer’s multi-channel offering. So what does this mean for retailers preparing for seasonal peaks and troughs such as Black Friday and the festive period?

In this BRC webinar, CCaaS provider, Puzzel will share their predictions for the in-store vs online shopping habits, sales growth and how to prepare your contact centre and wider business to react to the shifting dynamic.


  • Common challenges for contact centres over the festive season
  • Sales and shopping habit predictions
  • How to prepare your contact centre for unprecedented demand
  • How Puzzel can help
  • Q&A


Kyle Monk

Director of Insight at British Retail Consortium

Sundeep Boughan

Director of Sales Engineering at Puzzel

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