How The North Face EMEA Boosted Training Engagement by 274%

The long term goal was absolutely to increase engagement and activity on Wranx for all CSRs and the perfect opportunity is usually the 6-8 week ‘lull’ we have after summer peak and before Black Friday, where we recruit in high volume and can spend quality time coaching, training and filling knowledge gaps for the teams. However, as this year has been extraordinary and we have seen a huge rise in eComm orders and therefore contact, our much anticipated ‘lull’ gives us perhaps 2 weeks instead – so we wanted to make the most of every day where we could.