Best Practice Events & Live Case Studies

We facilitate Live Case Studies and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges.

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Published on 26 April 2016

2016 Innovation & Transformation Awards: A framework for Amazing Customer Experience at Affinion International

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An assessment framework that engages the entire business has made it possible for QA to provide actionable insight and work with Operations to drive real change for clients & their ‘customers’. By involving front-line agents, building a QA team with accredited, professional skills & using The Forum’s network to learn from external organisations, the Customer Experience & QA team created & implemented new service standards that underpinned an Amazing Customer Experience (ACE). Deliberately moving away from a tick-box approach, this was integrally linked with a change programme that is building a new culture, with Power of Tone training, Coach the Coach & an ACE Academy for new recruits. This consistent, 360 degree approach raised standards, creating efficiencies & process improvements that saved c£50,000 in the first year.

Key Results

33% more gold standard calls
Service related complaints down 38% year-on-year
QA time per call down 4 mins, productivity up 20%
Almost £50,000 saved by process improvements in year one

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

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