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: Simplifying Knowledge Management at Utility Warehouse

2023 Quality & Improvement Awards: Simplifying Knowledge Management at Utility Warehouse
Reviewing content one topic at a time is revolutionising Knowledge Management. Users can now quickly find everything they need on a topic in a single page. Finding different ways of using existing tools is driving real improvement.

2023 Quality & Improvement Awards: Knowledge Management becomes a trusted partner at Capita Customer Experience

2023 Quality & Improvement Awards: Knowledge Management becomes a trusted partner at Capita Customer Experience
The team have proved the value of good knowledge management showing the correlation between usage and key measures. Increased Quality scores and CSAT ensures the knowledge team are now seen as experts in their field.

2023 Quality & Improvement Awards: Enabling people to be experts in their roles at Novuna

2023 Quality & Improvement Awards: Enabling people to be experts in their roles at Novuna
The senior team provide holistic support through a range of activities including coaching and 121 support. This is giving advisors the knowledge and confidence to deliver great customer service.

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 Quality & Improvement Awards: Combining Traditional QA and Automation drives improvement at William Hill

2023 Quality & Improvement Awards: Combining Traditional QA and Automation drives improvement at William Hill
Automation of high-risk conversations enabled QAs to drive forward the right coaching discussions. This is supporting a culture of player safety. Compliance improved by 20%, freeing up time for QAs to drive forward the right coaching.

2023 Quality & Improvement Awards: Making a Difference, makes a difference at Water Plus

2023 Quality & Improvement Awards: Making a Difference, makes a difference at Water Plus
Building on a successful quality program to ensure learning is available for all. The team are coaching and developing their people through their Making a Difference programme. This is delivering customer focussed improvement.

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus
A comprehensive skills audit is identifying skill and knowledge gaps. A clear development framework across the employee lifecycle is then ensuring everybody gets the training and skills for their roles and career progression.

2023 Quality & Improvement Awards: Calibration is key to success at L&Q

2023 Quality & Improvement Awards: Calibration is key to success at L&Q
Continually reviewing the QA process, L&Q have seen improvements in engagement, understanding and purpose, and calibration has seen improved consistency. This  allows them to focus on what matters most.
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