Dawn Cox

Dawn Cox is the Customer Service Director at Staples.

Dawn is an industry leading Customer Service Director with over 20 years experience both at a UK and Global level. Dawn’s career spans across sectors including logistics, distribution, automotive and now retail. Dawn is a true customer champion with an award winning track record in developing great customer service and sales organisations leading large multi functional teams and delivering transformational change and performance improvement, in both the sales and service arena.

In her current role, Dawn is responsible for the contact centre experience all Staples European customers receive from their major corporate customers through to their SOHO customers and consumers.

Dawn defined and deployed the Staples Servicology programme. Having defined the programme, and following the first 12 months of deployment in the UK where the approach delivered outstanding business results, she now spearheads its deployment across Europe. As a result of the programme’s success, in 2015 Dawn led Staples to win the Best Contact Centre Training Programme award at the European Call Centre and Customer Service Awards and in 2012 won the Best Improvement Strategy Award.

A passionate believer that people are the differentiator in any service organisation, for the last 12 years Dawn’s work has focused on transforming service by developing people, and making customer service a viable career path; where talented individuals want to build a future. Dawn focuses her work on looking beyond the cost centre and creating best in class customer and staff experiences that deliver true ROI.

Dawn Cox, CX Network Advisory Board member and Customer Service Director at Staples, shares her advice for improving agent engagement and retention in today’s contact centre. Over recent years, due largely to economic uncertainty, customers are placing ever greater importance on trust and ease of doing business with an organisation. Having...Full Article »