Best Practice in Quality & Improvement Assisted Learning Pathway

This course is for professionals, who want to make a tangible difference over the coming year, with robust frameworks for quality and improvement, based on proven methods.  Through the programme, you will:

- Learn how to put customer experience and quality at the heart of your operating model & culture.
- Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
- Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
- See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

Customer Closeness & The ‘Advisor Of The Future’ At The Very Group

See how end-to-end customer journey improvements worth half a million pounds have been delivered within a year, driven by advisors in the model office, using agile transformation methods. 

Summary
Located at The Very Group’s HQ, the Customer Closeness Centre (CCC) combines model office principles with agile methodology to detect, explore and fix problems, applying a ‘fail fast’ approach to test solutions, before implementing across the contact centres. Here, a specially-supported team of 14 Customer Experience Experts, hand-picked to challenge the status quo, rotate fortnightly between two complementary roles. In the Customer Zone, they handle the digital retailer’s calls/webchat at an exceptional performance level, share insight, and help model how the ‘advisor of the future’ might look. In the Agile Zone, a three-stage process goes from root cause through solution-build to implementation. In just 28 sprints, this approach has identified £2m+ in potential savings, driving £550k in benefits to date in areas including knowledge management and automation. 

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.

This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.

 - “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson
 - 2020 Best Practice Guide launch and chapter review
 - 2020 Best Practice Programme – how to get involved

1-Day Influencing Skills for Analysts & Managers

Learn how decisions are made, utilise behavioural preferences and identify the preferences of those we want to influence. After this course you will;

• Understand the concept of influencing vs manipulation
• Be able to apply social styles and six key principles to aid influencing
• Appreciate how humans make decisions
• Take away methods to try in the workplace

1-Day Feedback & Coaching for analysts

Learn techniques and explores coaching in the context of feedback and performance improvement as colleague, mentor or manager. After this course, you will;

• Understand the role of feedback and be able to articulate best practice
• Have developed and practised coaching skills
• Know how to use coaching style questions to deliver feedback

Introduction to Continuous Improvement Methodologies

Understand some of the key models, theories and tools which can simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage your resources.

Scientific Methods

The Scientific method is a great way to structure your analysis to produce measurable and repeatable results.  In this webinar we will look at:

- What is the scientific method?

- Creating a hypothesis

- Testing your hypothesis