Quality & Customer Experience Teams

How a new 5 lens approach has transformed training & quality

How QA drives continuous improvement of processes in the back office

Creating a culture of learning that delivers excellent customer service

How coaching helps advisors develop and deliver for customers

How knowledge management and communication supports customer experience

Establishing a new operating & learning model in the supervision hub

Citations

Kevin Richardson at William Hill has transformed quality in their organisation. Simplifying the process, engaging at every level of the business, aligning to strategy and focussing on what matters is delivering massive improvements in customer experience. 

The npower Quality team transformed quality in their organisation. By understanding end to end customer journeys and delivering improvements that make these easier, they are delivering better customer service and a clear return on investment. 

The Communications and Quality Teams at Motability Operations, demonstrate how exceptional levels of quality and customer service can be sustained over many years - by focus and collaboration, truly putting customers and colleagues first. 

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