Contact Centre of the Year in 2023, Lidl, wowed the judges at the European Contact Centre & Customer Service Awards by showing they were more than just a contact centre. Lidl’s Customer Care Contact Centre in Scotland is at the heart of their public facing correspondence channels. They may be a small contact centre operation, but they are delivering BIG value. Their colleagues are multi-skilled, delivering omni-channel services, and a great experience for any contact type.
Lidl are truly customer obsessed, with a powerful and engaging model that literally touches every part of its organisation. So successful it is, that their approach is now being rolled out across 32 countries. The team at Lidl welcome contact centre leaders across Europe into their contact centre in Scotland for our first European Sites of Excellence event, to hear more about their journey to success.
Agenda
12:00 – Arrive and Networking Lunch
13:00 – Welcome from ECCA
Hear the latest news and updates on ECCA and what to expect from the day.
Kate Law, Director of Membership and Learning, CCMA
13:15 – Lidl Welcome and Introduction
Lidl will share with us their incredible journey to winning Contact Centre of the Year at the European Contact Centre & Customer Service Awards in November. The team will focus on their:
- Training and quality assessment
- Team building and engagement
- Careers and longevity
Find out what good looks like when Kate reveals a structured approach to developing competence and capability in the contact centre, based on the Contact Centre Standards Framework.
Kate Law, Membership & Learning Director at CCMA, on behalf of ECCA
14:15 – Breakout Sessions & Tours
The team at Lidl will lead an afternoon where you will break into three groups:
- Colleagues
Lidl’s colleagues are at the heart of their contact centre. Hear how they go about hiring the right people, training quality, supporting colleagues, and retaining them
2. Customers
Lidl are truly customer obsessed, with a powerful and engaging model that literally touches every part of its organisation. Hear how they keep their customers engaged whilst staying relevant.
3. Site Tour
Go on a tour of Lidl’s Customer Care Contact Centre in Scotland to see how they are delivering big. Plus – take a look at their warehouse and experience a Lidl product showcase!
17:30 – Summary, highlights and Q&A
What have you learnt today? Let’s look back on the day and use this time to ask any questions you might have.
Kate Law, Membership & Learning Director at CCMA, on behalf of ECCA
18:00 – Networking Drinks & Buffet
The team at Lidl invite you to stay for some drinks and a buffet whilst networking with contact centre leaders across Europe.
When is it?
Date: Thu 13 Jun 2024
Time: 12:00 – 20:00 BST
Location: Lidl, Glasgow, Scotland
Who is it for?
By invitation only to customer contact leaders who are members of ECCAs Association Partners. Supermarkets are not eligible to attend.
Register via the form below.
How much is it?
Free of charge
Register
Note: Due to capacity limitations, only contact centre, customer service and operations leaders are eligible to attend. Supermarkets are not eligible to attend.