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. 

2023 Quality & Improvement Awards: Matt Prince at Novuna

Matt Prince has revolutionised his operation at Novuna. He brought in Contact Centre Best Practice in Planning, Quality and Insight. His communication has driven forward an inspirational change.

2023 Quality & Improvement Awards: Analysis drives improved Knowledge Management at Anglian Water

2023 Quality & Improvement Awards: Analysis drives improved Knowledge Management at Anglian Water
Deploying a new Knowledge database and integrating Power Apps has brought together Knowledge Management and virtual 121 support into a user friendly tool. This is driving demonstrable improvement on FCR and CSAT.

2023 Insight Awards: Stuart Marr at RSA

Stuart Marr has played a key role in introducing Interaction analytics to RSA. Aligning to company values and putting equal emphasis on speech and text he has built an automated QA model. This allows the QA team to focus on coaching and improvement.

2023 Insight Awards: Isha Saxena at Firstsource

Isha Saxena has been a driving force behind the team success at Firstsource. Setting up the right data architecture and frameworks has enabled her to quickly produce automated Power BI dashboards. This has built trust and helps business leaders with strategic decision-making. 

2023 Insight Awards: Megan Hutchens at L&Q

Megan Hutchens looked outside planning for solutions to a planning challenge at L&Q. High handle times meant that they were unable to answer calls within agreed service levels. Analysing the data identified opportunities to improve and effective coaching has improved efficiency, reduced costs and improved service levels.

2023 Insight Awards: Lauren Magee at North Yorkshire County Council

Lauren Magee has used data to tell stories and bring together colleagues at North Yorkshire County Council to work towards a common goal. Regular collaboration sessions pulled together different skills, knowledge and ideas, to develop a self-service portal and chatbots, driving a channel shift for their customers. 

2023 Insight Awards: Holly Smith at Macmillan Cancer Support

Holly Smith used skills she had developed to automate reporting at Macmillan Cancer Support. Building simple excel based robots, she is making it easier for her colleagues to log and update work, saving time and reducing errors.

2023 Insight Awards: Maritza Soto Vasquez at Legal & General

Maritza Soto Vasquez left a successful career as an astrophysicist to join the team at Legal & General. She identified transferable skills and introduced a scientific approach to insight. Maritza is now sharing her skills training her colleagues in tools such as Python. 
First567810121314Last