Your chance to meet with our Innovation & Transformation finalists, Legal & General, who are putting data at the heart of cultural change - to improve performance and transform their business.
Building a culture of wellbeing: dashboards & coaching at L&G
See how new PowerBI dashboards are driving actionable insight to support a new style of performance coaching and a culture of wellbeing and engagement.
A desire from the very top of the organisation to promote wellbeing and engagement has been embraced at all levels within the contact centre operation in Retail Protection at L&G. This transformation is being driven by a new approach to performance coaching, the new capability developed in the Insight team and great collaboration across the business. Partnering with external expertise brought in fresh thinking and the skills and knowledge transferred in-house is transforming the role of the MI & Insight team. Furthermore, this initiative has been pioneering the use of PowerBI dashboards in the business. This has all driven great excitement in teams, Team Managers have more time to spend with their teams and colleagues feel more supported and empowered whilst early results show marked improvement in attrition and absence.
- 17% reduction in attrition 2019 v 2018 and lowest since 2016
- AHT reducing
- Engagement score up 9% (related to time spent being coached)
- Manager time spent coaching increased 60%
This is a powerful story of cultural transformation in the contact centre. It offers inspiration and learning for anyone working with teams to drive improvement through data-led decisions - whether in insight, quality, planning or leadership roles. L&G are also entering the Best Practice Team Awards for Planning and Insight.
13:00 Introductions: Forum introduction and a quick introduction from everybody present
13:15 Finalist Story: The finalist shares their story in a presentation
13:45 Coaching culture - Meet the team: Speak to those involved about how they have delivered
14:30 Power BI Dashboards & Metrics - Meet the team: Speak to those involved about how they have delivered
15:00 Networking & Discussion: A chance for delegates to reflect and seek advice from the finalists
15:45 Takeaways & Next Steps: What have you taken from this session? What will you do differently?
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