JD is a global sports-fashion retail company based in Greater Manchester, England operating numerous famous brands via stores and online, across the world.
Founded in 1981, trading from a single shop in Bury, Greater Manchester the company has grown to become a dominant force in global sports-fashion retailing and is listed on the London Stock Exchange with a market cap of over £5.8bn. JD and its brands are firmly established across the world as a market-leader in multichannel sports-fashion retailing and innovation.
As a recognised global leader in the sports-fashion retail market, operating both online and bricks-and-mortar stores JD sells over 10 million pairs of trainers every year, with 400+ global contact centre agents supporting thousands of customer contact points per day, across multiple channels.
A constant innovator in the retail and eCommerce space JD recognised the opportunity to drive improved efficiency across its contact centre, aiming to improve agent engagement and happiness, whilst constantly improving customer experience and reducing contact-related operating costs.
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