Emerce Retail Europe

Creating great service through happy workplaces

16:05 45 minutes presentation English UVA 3
Sarah Metcalfe Sure Petcare

Sarah is passionate about happiness in the workplace, and she believes it is the key to delivering incredible customer experiences. Through continuing to innovate and improve the customer journey, Sure Petcare now has a Net Promoter Score of 90+ in over 20 countries around the world and in 9 years their contact centre has had only 2 agents leave the business.

Sarah Metcalfe

Sarah Metcalfe

Sure Petcare

Sarah joined Sure Petcare in 2010, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstanding customer service and happiness to over 1 million Sure Petcare customers around the world.

Simultaneous sessions