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. 

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.

Watch the Finalist presentations to catch up with the story before you join the Live Case Study

If you have missed any of these events, scroll to the bottom of these pages and see the recording as part of the video showcases.


Analytics: learn from these pioneering teams

Published on 15 July 2021

Analytics: learn from these pioneering teams

Watch on-demand videos

Event date: 15/07/2021 13:00 - 16:00 Export event


Take the chance at this virtual Case Study Live to meet and speak with our 2021 Awards Finalists from FIS Global, Davies Consulting, Which. AXA and Pegasystems. These analysts and partnerships have used technology and insight to reduce risk and improve systems processes and behaviours. At this virtual, interactive workshop, you can hear more about how they achieved success and learn how these technologies and techniques can help you.

  • Speech and Text Analytics.
  • Desktop Analytics.
  • Machine Learning

Understand more about what’s happening in other organisations and sectors. Meet key stakeholders in these organisations and can network to learn from other members working on these same topics and challenges. 

AXA Insurance and Pegasystems pioneered the use of desktop analytics as workforce intelligence during lockdown. Using this data in entirely new ways, with practical dashboards, drove action and supported operations teams, who faced rising AHT and slow systems at home. Downtime dropped 70%, AHT by 10 seconds and colleague satisfaction rose by 13 points. By building outstanding relationships, operations teams feel truly supported, with no sense of ‘big brother’.

At Which? working with the Davies Group massively accelerated their roll out of analytics, with rapid ROI and unprecedented insight about consumer attitudes and experience during lockdown. See the wide range of use case examples they have been implementing over the last year, including for Quality Management.

FIS (the global financial payment giant) use AI & human analysis to identify areas of risk. They created a risk thermostat that clients can adjust, by generating a score not a binary decision, cutting fraud and saving costs. With a huge uplift in both online transactions and cybercrime, work in this area has huge benefits, in balancing the potential for risk-screening to miss payments or reject too many genuine transactions.

Comments (0)Number of views (560)
Print

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.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
The Forum,
PO Box 173
High Peak
SK17 1DL

Copyright © 2021 - All Rights Reserved - theforum.social