2 Awards finalists demonstrate powerful results. By balancing peaks and troughs in the back office registrations processing operation at IFDS, productivity was raised 18% and development training was scheduled at no additional cost. Applying planning principles and developing new reporting and planning tools at InterCall has transformed operational performance in a previously ‘unplannable’ business for this conference services provider.
- Understand the impact on culture and performance of establishing robust planning in new areas
- See planning at work in the back office
- Hear how to resource the ‘unplannable’
With over 20 years of experience in the Customer Service industry, Robert Tuck has been Senior Manager for WFO at InterCall EMEA since October 2012 and has been responsible for developing a WFO function within a unique business environment. A previous Innovation Awards Finalist in 2012 while at Thames Water, he has developed a team focussed on bringing the concepts of Contact Centre Planning to a wider audience, with responsibility for scheduling Conference Co-ordinators to lead Attended Audio and Web conferences with anywhere up to 8000 attendees at a time. Robert’s team has delivered a purpose built proprietary scheduling tool, automating the planning of these events, while also delivering Forecasting, Planning and Real Time for the contact centre for the first time. His team have also overhauled their reporting capabilities, focussing on giving time back to Leaders to lead their teams. Robert’s passion is in developing WFO teams that engage with the wider organisation and bring the people element of Planning alive.
Lizzie Heiron has 15 years of Customer Service and Operational experience working in a variety of industries, including utilities [Severn Trent Water & British Energy] and most recently telecoms. Lizzie has been with InterCall for 8 years and is the Vice President of EMEA Operations, managing 300 skilled and dedicated personnel. With a deep passion for delivering exceptional service through an empowered and engaged workforce, Lizzie has successfully led InterCall’s transformation to enhance their customer service and deliver improved operational efficiencies. A key focus has been on driving continuous development through structured process improvement, using Lean/Six Sigma, which has benefitted the organisation beyond just the Operations department. Under Lizzie’s management, the Operations team has grown in personnel, services offered and countries supported, helping to maintain InterCall as the global leader in conferencing and collaboration services. This successful transformation is partly down to her strategy of having the right people, in the right place, at the right time and Lizzie’s unfaltering commitment to delivering a service that delights InterCall’s customers.
Tom Cornelius, IFDS
Tom joined IFDS in 2004 and is Director of Transaction Processing with responsibility for Dealing, Registration and Investment Trust processing with teams working in the UK and Mumbai, India. Tom now has nearly 20 years of experience in the financial services industry, starting his career with M&G before moving to Legal & General in 1995. For the last 12 years Tom has worked in the outsourced administration sector, working for a TPA specialising in services for boutique fund managers before joining IFDS.