Discover how LV=’s transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.

Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.

See how an empowering leadership has released potential, building customer focus and enabling functions like real-time planning to innovate in analytics, technology and social media.

See how analytics, insight and agile methodologies have helped Shop Direct treble digital-assisted contact, so that half of all customers now self-serve and inbound calls shrunk 7%.

The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.

As part of A&E transformation that started in 2017, following a review by external consultants, YAS created a Capacity Planning & Scheduling Department to be able to deliver accurate call and response forecasts, vehicle hour requirements and implement a dynamic workforce plan with a view to providing consistent patient care for varying patient demand across the year.

The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.

In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts. As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.

In an extremely volatile and sensitive working environment, see how a team was able to introduce a long-term forecasting and capacity planning process to improve performance and tactical planning.  Working in collaboration with key stakeholders to ensure that all activities were in the capacity plan, including training and recruitment, this have meant trust in the plan and focus on the long-term.

Building on their award-winning real-time model the Capability Transformation and Planning teams worked together to conceive and develop 3Cal, a tool that the whole business can use to plan activity with customer or colleague impact, so that it is visible and built into the forecast and plan.

Originally broadcast Monday 28th September 2020, 14:00

The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.

Originally broadcast Wednesday 30th September 2020, 12:30

Hear how Skipton Building Society is on a journey to develop their planning capabilities by proactively collaborating with NICE across a number of initiatives to drive colleague and customer excellence.