Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 08 July 2020

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

Virtual Site Visit, held on 8th July 2020

Watch the recording of the Virtual Site Visit presentation.

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.

Key Results

£550k benefit delivered in first year
A further £500k pipeline of initiatives currently underway
£2m+ in opportunities identified since inception
Aspirational customer outcome metrics, at +60 TNPS and 77% FCR.

Whether in strategy, quality, insight or planning, this story is for you if you want to explore agile improvement or understand how to develop our 'advisors of the future'. They are also entering the supplier/client awards with WebHelp.