Best Practice Events & Site Visits

We facilitate site visits 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.

Due to the current situation, we are turning our Best Practice Site visits into a virtual experience. More information is available on each visit below. Just click on Read More.
 

Building A Culture Of Wellbeing: Dashboards & Coaching At L&G

Published on 18 June 2019

Building A Culture Of Wellbeing: Dashboards & Coaching At L&G

Virtual Site Visit, 18th June 13:00

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.

Summary
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.

Results

  • 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.

Outline Agenda

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 

14:15   Break

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?

16:30   Close

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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.

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


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