Learning Academy Box Sets

Take the opportunity to gain accreditation in a specific subject. Our Box Sets are groups of related modules that help you focus your learning. The full box set cost includes your accreditation. To complete accreditation, you need to watch all the modules and complete this form to describe what you have taken from the modules and how you have applied these in your role.
Each Box Set costs £325 +VAT. (Free to anyone on an Assisted Learning Pathway). Click on the descriptions below to book your place now.

2016 Innovation & Transformation Awards: Service Transformation: make it easy at EE

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Learn how EE became a greatly improved mobile provider, with customers’ propensity to contact dropping 88% & complaints 40%. Customer NPS is up 21 points. The simplicity of the strategy was key and the new operating model, established by the Strategy & Planning team after EE brought together Orange & T-Mobile brands in the UK, also raised employee satisfaction (eNPS) to 46 points. It’s massive for frontline teams. Among 38 major IT changes were: Knowledge Management, Analytics, WFM & a Single Routing Platform. Cost per customer dropped 18%, with 14m fewer calls in a year work was brought back on-shore at no additional cost. These changes involved clear ownership & collaboration across the business, with amazingly granular insight on contact reasons that enabled faster decision making. Progress is tracked weekly, linked to reward.

Key Results

81% of issues raised by agents have been fixed
88% drop in propensity to call over two years
+21pt increase in NPS Jan 13 to Dec 15 (+230%)
+46% rise in eNPS (-11 in Feb 12 to +46 Dec 15)
38 IT implementations in the last 3 years