U.K. Retail Giant Halfords Steers Forward with Increased Efficiency and Better Customer Retention

Read how Halfords, the U.K.’s leading retailer of motoring, cycling, and leisure products and services, turned to Verint Knowledge Management to empower its organization and workforce. Challenged by COVID-19-related issues, the organization was facing a 700% increase in contacts practically overnight and a channel mix that moved from 37 percent voice to approximately 85 percent voice with minimal self-service opportunities.

As part of a transformative program at Halfords aimed at creating greater value from the contact center environment, Verint Knowledge Management guides willing consumers away from the phone to rewarding, agile, and efficient digital channels. In a highly competitive industry such as retail, Verint Knowledge Management has enabled Halfords to deliver frictionless, multichannel digital service, which is increasing efficiency and helping the retailer to acquire and retain more customers.

Read the customer case study.