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Adrian MorleyCo-op
@coopukfood
Relevance
How to position the contact centre as a strategic asset
Adrian Morley – Change Consultant at The Co-op
3,700
70,000
£10bn
1
100
£4m
Locations
Spend
Colleagues
1. Build a Reputation
ListeningEngaging
2. Align to Strategy
3. Deliver on Strategy
3. Deliver on Strategy
3. Deliver on Strategy
3. Deliver on Strategy
Central Support
Customer
Contact
Colleague
Support
Finance
Administration
Pro
cesses
Business Units
Custo
me
r
Conta
ct
Co
llea
gu
e
Supp
ort
Fin
ance
Adm
in
In bringing together sub-scale
contact centres and
implementing best practices…
…we’re demonstrating that
the CSC can deliver better
outcomes for Co-op
4. Consolidate
5. Increase Scope
Our Journey to Relevance
Federated
Model
Business
Service Model
2015 20182016 2017
Broken InnovativeFixed Integrated
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