British Retail Consortium invites you to their event

Customer service: Preparing for retail seasonal demand

About this event

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 instore vs online shopping habits, sales growth and how to prepare your contact centre and wider business to react to the shifting dynamic.


  • Sales and shopping habit predictions
  • How to prepare your contact centre for unprecedented demand
  • How Puzzel can help
  • Q&A

Hosted by

  • Guest speaker
    SB G
    Sundeep Boughan Manager, Solution Architects – Product & Technology @ Puzzel

  • Guest speaker
    Kyle Monk Director of Insight @ British Retail Consortium

    Kyle Monk has over 10 years of retail industry experience and leads the team of BRC experts who report on industry trends and act as the benchmark for UK retail. The team produces a regular drumbeat of in-depth analysis on fast moving market developments and longer term structural trends.

British Retail Consortium

Our mission is to make a positive difference to the retail industry and to the customers it serves.

The go-to trade association for all UK retailers, promoting the story of retail, shaping debates and influencing the issues that matter to the industry.
BRC membership is open to UK retailers, retail-related trade associations and companies who provide services to the retail sector.