Coop Food Member Visit, Manchester

25th January 2017

The theme for this visit is: ‘Raising the profile of the contact centre within your business’

At the start of 2015, The Co-op was emerging from the most turbulent time in its history. In 2013 the business lost £600M, by 2014 the losses were up to £2.5bn and it very nearly collapsed. In 2015 a new CEO had a passion for fixing the businesses and putting customers and communities at the very heart of the business.

The Food business had a brand new Executive Team who believed that the Contact Centre could play a key role in the transformation journey. The team will share the journey that the centre has been on since then – a completely new standard of service is now being delivered, the levels of customer and colleague satisfaction, the capability of the team, the practices being adopted and the influence and credibility that the centre now has within the Co-op.

The team will share how they focused on improving the service to customers by gathering relevant insight including complaints data and turning that insight into actionable deliverables.

This visit will be of interest to: Contact Centre Managers, Business Improvement Managers, Customer Insight Managers, Customer Experience professionals, Team Managers, Colleague Engagement professionals.

The timings for the event are: 9.00am – 1pm