RESPONSE Case Study 2015 - Transform how communication happens in the business


Who should attend? This session is for those looking to drive engagement - in a centre of any size engagement is key. The development of the App will be of interest to leaders, planning teams and technology providers looking for something new.

See the ways in which a new desktop and mobile app is connecting people, focussing performance around one version of the truth and opening up a two-way conversation in the business.

  • See how an App can enable engagement and support the needs of colleagues
  • Learn how it has improved visibility of shifts, holidays, time off and performance metrics
  • Understand how to keep communication fresh and up to date
  • See how it offers the ability to ask questions or give feedback.
  • Hear how functionality was developed and why adoption has been so successful

Helping people feel involved is vital, especially in an outsourced contact centre with over 1,300 people across a variety of locations, shifts, clients & IT environments. The app is so successful because it meets fundamental
needs, for both colleagues and the business, is constantly evolving and enables two-way chat. Proposed by an in-house developer, it’s installed on every desktop and accessible at home and on smartphones. Championed by the Planning team initially, people can see their schedules & holidays and a ‘one version of the truth’ data warehouse now consolidates data from many systems to make performance stats immediate and easy-to-use. With almost 10,000 unique logins a month and a third of all activity outside standard working hours, people are engaged; it’s become instrumental in delivering a positive change in culture.

Site Visit Agenda, 29th September, Glasgow

09:45 Arrival and introductions
10:00 Site tour 
10:15 The App - Background story 
11:00 The App – Functionality 
11:45 Break
12:00 The App – Comms 
12:45 Meeting with Senior Operations team on how they use it and how their staff use it.
13:15 Lunch
14:00 Networking Session:
Use of technology in internal communications
Technology to improve performance
One version of the truth – why we need it
15:30 Final Q&A
Next steps
16:00 Depart

To hear more about this Awards finalist at the conference or on a site visit please email events@theforum.social or call 0333 123 5960.

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