We are excited to share with you “Contact Centre of the Year”: Peeling Back the Curtain. This interview takes place with Paul Greenwood, Customer Service Director at Ocado Retail. 

Poor levels of customer service are costing UK businesses a reported £11.4 billion a month in wasted productivity – a quite staggering number. The emergence of new technologies and indeed a veritable explosion of digital channels have together exposed consumers to streamlined, slick, seamless brand experiences, and as a result their demands are skyrocketing. Never has it been more difficult to drive customer satisfaction and nurture the building blocks of brand loyalty

For some companies, customer service takes a back seat to other elements of business, like product development or marketing – it’s merely an arm of their organisation designed to fix something that’s gone wrong. For others, though, it’s front and centre of everything they do, and one such example is Ocado Retail. Their contact centre was recognised as a Contact Centre of the Year in 2022 for both their extraordinary work serving their customers and the way they prioritise the employee experience. Here, we speak with Ocado Retail’s Customer Service Director Paul Greenwood, who shines a light on the policies and practices he’s put in place to help his team become best-in-class.