Virtual Network Groups

Aviva 2014 Case Study - Continual learning: people build success

See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.

2015 Innovation & Transformation Awards: Transforming planning and sharing best practice at Ageas

See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.

2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

2015 Innovation & Transformation Awards: Homeworking - A flexible working culture at LV=

Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.

2016 Innovation & Transformation Awards: 52 Weeks of Green: focus on operational performance at Direct Line Group

See how planning and front line operations teams developed outstanding collaboration and buy-in, as a result of an absolute, shared focus on service consistency, every single week of the year.

2016 Innovation & Transformation Awards: Follow the money: Insight drives improvement at RSA

End-to-end improvement of process & policy is saving millions of pounds at RSA, by approaching insight in ways that establish a culture of continuous improvement in claims processing.

2017 Innovation & Transformation Awards: The human touch: is it easy to make the right choice? at Aegon

See how behavioural psychology has transformed sales and put the customer first, with great conversations, based on new scripts and training that gives the confidence to go beyond them.

Case Study 2017: Real-time & insight: the beating heart of a connected business at Three Ireland

See how an empowering leadership has released potential, building customer focus and enabling functions like real-time planning to innovate in analytics, technology and social media.

Case Study 2017: Easy, personal and solved: a digital journey at Shop Direct

See how analytics, insight and agile methodologies have helped Shop Direct treble digital-assisted contact, so that half of all customers now self-serve and inbound calls shrunk 7%.

2018 Innovation Award Winners

The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.

Case Study 2019: Powerful insight drives a new operating model at Capita PIP

See how data-driven optimisation and a robust operational governance framework transformed this field-based service and became a benchmark for group-wide best practice.

Case Study 2019: Creating an environment where success is inevitable at Anglian Water

See how an enterprise-wide community of insight professionals is connecting and developing people, based on principles that anyone could learn from. They share, innovate & create proven value.

Case Study 2019: Making Data Accessible and Engaging at NewDay

See how a new performance scorecard is creating visibility across teams to drive best practice, enabling colleagues to own their own performance and raising aspirations.

We can be heroes

Hero, a mythological or legendary figure often of divine descent endowed with great strength or ability. However, in this instance I’m referring to a person who is admired for having done something very brave or having achieved something great in the world of Contact Centres.

Webinar: Trade secrets every planner should know about WFM reporting & analysis in partnership with injixo

Each time round the WFM cycle, high-performing planners analyse and report on what went right and what went wrong. The goal is that with each iteration, the forecast becomes more accurate, the staffing requirement includes the right shrinkage, the schedule efficiency is higher, the agent adherence is better, and so on. Continuous improvement is the name of the game.

Just as with every other part of the WFM cycle, there’s a right way and a wrong way to go about reporting & analysis. What’s more, since late 2019 we’ve all been bombarded with numbers and charts in the daily news. Now everybody thinks they are statisticians. Join Ian Robertson of The Forum and Simon Waldron of InVision as they reveal some hot tips that work in 2021 and beyond. If you want to take your reporting & analysis to the next level, this webinar is a must-attend.

In this webinar, you will learn:
 - The most important KPIs
 - How to choose the right level of detail
 - The dos and don’ts of data visualization
 - About telling a story with your data
 - How to use your data to drive change
 

Technology Showcase: Anaplan

Originally broadcast Monday 28th September 2020, 12:30

Planning for the Workforce of the Future Join Anaplan’s online session to hear how strategic workforce planning can provide much needed agility in the face of digital disruption, financial pressures and turbulent external market factors. During this session we will showcase how to quickly and strategically realign your workforce to shifting skill and resource demands. We will showcase workforce analytics, deploying initiatives to right-size the workforce and reconcile with financial targets, as well as explore capabilities in workforce talent management. Join us to discover how to improve collaboration across thousands of users and how you can realise a 10x return on investment through organisational right-sizing.

Technology Showcase: Sabio

Originally broadcast Tuesday 29th September 2020, 12:30

How to deploy Google AI within 30 minutes in your Contact Centre. Sabio demonstrate how advanced AI from Google can be deployed on web, messaging and voice channels starting from scratch to go live within 30 minutes.

Keynote: Digital Acceleration - Insight

Originally broadcast Tuesday 29th September 2020, 14:00

The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.

Technology Showcase: Calabrio

Originally broadcast Friday 2nd October 2020, 12:30

The State of the Contact Centre: Embracing the Evolving World of Work Join Ed Creasey, Director of Pre-Sales for Calabrio, as we explore how leading contact centres are turning disruption to their advantage. From the rapid increase in importance of the contact centre, to changes in demands from employees and customers, we will be envisioning the contact centre of the future. Join us to discuss tangible ways to embrace this evolving world of work.

Technology Showcase: The Modular Analytics Company

Originally broadcast Monday 30th November 2020, 12:30

See how data, technology and empathy can manage the customer experience. TMAC demonstrates real-life examples of  next best action, speech analytics and data-led team coaching working in tandem to drive revenue and create positive experiences for customers and agents alike.