SESSION INFO



City Suite 1


1330 – 1400

Contact Centre Transformation

An overview of the transformation which our contact centre has undertaken over recent years, resulting in us achieving numerous Contact Centre awards and being seen as a centre of excellence – delivering excellent customer service and an engaging environment for our teams.


PRESENTER INFO


Ben Lyons

Operations Manager – Customer & Membership Services

Hi, I’m Ben Lyons currently leading the Customer Service & Operations, Salesforce Development and Training teams for the Coop Food, Membership and Funeral & Life Planning functions.

My background is all about customers and the ‘how’ around delivering brilliant customer outcomes through the teams and people that service them. A passionate and commercially minded leader who understands the ‘magic’ of great customer service and the value this adds in the changing landscape of consumer expectations.

I am a customer-centric thinker, with a ‘knack’ at operationalising processes that win for customers and colleagues, realising the benefits of great customer experiences and providing valued business insights to continually drive improvements across our member-led organisation.

I am excited to be involved in the next exciting stage of the Coop journey, where we will be bringing contact centres from across Coop business units together in one operation, to provide a centre of excellence which enables us to better support our members and customers.