Regional Networking Groups

Our professional community is a unique, safe place to meet and share best practice. Join one of our free regional networking events for members to discuss your challenges and explore new ideas with like-minded professionals. If you are not yet a member, you are welcome too. Please book ahead. These are popular events, they fill up fast. Often hosted by members, space is limited.

Book the events listed below or contact us if you would like an event nearer you. We have recently held events in Ireland, Scotland, NE and NW England, Yorkshire, London and the Midlands. Networking across Europe is possible where there is sufficient interest.  


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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