CCMA Members Forum - Visit to Lidl - Winner Customer Services Centre of the Year - Small 2023
Date: 01/02/2024
Venue: Lidl Ireland, Head Office, Main Road, Tallaght, Dublin, D24 N5XV.
Join Eoin Comerford Director Customer Service & Audit and Orla Kelly Customer Service Manager to learn about the Lidl Customer Service operation in Lidl’s Dublin Head Office.
Over the last year the Lidl Contact Centre operation has succeeded in embedding itself deeply into the wider business proving itself to be a vital cog in supporting the wider Customer Experience. By providing an extensive feedback loop to the Lidl store network, the Contact Centre has driven initiatives that improve the retail experience as well as delivering projects that add real value to their colleagues across the business.
In awarding Lidl the accolade of Customer Services Centre of the Year - Small, the CCMA judges noted that the team displayed a relentless focus on delivering efficiencies and contact reduction and their submission epitomised what it means to do a lot more with less through process improvement and automation. On the people side, the operation has successfully evolved and adapted their call quality and coaching strategy to accelerate training and people development.
Join us to hear insights from the Lidl team about:
- Process Improvements and Automations
- Customer Insights – Feedback Loop
- Employee Engagement
Our Agenda
- 09.30am – Arrival: Network , Breakfast , Coffee & Tea
- 10.15am – Presentation & Discussion
- 11.30 - Close
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