Best Practice Site Visits & Events

We facilitate site visits and best practice day's, 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. Book early, as places are limited. We will be adding further dates for 2020 in the coming weeks. 

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.
 

Legal & General (Coaching) Site Visit - as part of a Networking day

Published on 17 September 2019

Legal & General (Coaching) Site Visit - as part of a Networking day

17th September, Cardiff

Transforming performance with new coaching dashboards & metrics at L&G

Discover how a new approach to driving performance was made possible with PowerBI dashboards, in a powerful collaboration between Business Transformation, Operations Planning/Insight and contact centre teams. Focus on 4 core metrics and quintile (5 level) scoring gives a simple easy-to-use framework for improvement.

  • This was developed collaboratively for the first time. Dashboards allow easy comparison in or across teams, colleagues were keen to see this. Simple scores put focus on the behaviours that drives differences in performance.
  • See how this drove huge excitement in teams, as new coaching roles were created, advisors gained more time/support and everyone clearly understood what to focus on first.
  • Learn how PowerBi frees up team leader time, while also empowering them and their teams to explore data visually – and cut requests for adhoc reports from MI analysts.

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.


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Author: Alison Conaghan

Categories: Site Visits, Networking Groups

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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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