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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. 

Opening Keynote - Shaping the Future

Opening Keynote - Shaping the Future

Originally broadcast Monday 14th October 2024, 10:30

This year we challenged you to Shape Your Future, but is the future already here?

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, 2024 #RaisingStandards Videos (Virtual)

Webinar: Most bad Trustpilot reviews trace back to email, post, and phone. Why is that, and how can Verified Identity Messaging help? in Partnership with Nivo

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Webinar: Most bad Trustpilot reviews trace back to email, post, and phone. Why is that, and how can Verified Identity Messaging help? in Partnership with Nivo

Most bad reviews trace back to poor communication, email, phone, and post. Web portals, Omnichannel, and chatbots aren't solving the problem. There is a better way; introducing Verified Identity Messaging... 

In this Webinar, we'll hear from Mat Elliott on lessons from working with over 100 financial services brand about how to solve these problems; we'll cover: 
 - What's at the root of the communications problem 
 - Why is this such a big issue for financial services companies 
 - How truly focusing on making life easy for the customer is key to increasing NPS 
 - The direct benefits case - to cost savings and revenue growth 

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Categories: On-Demand Webinar Recording, Library, Operational Improvement

Partnership Perfection: Hear from our associate heroes

Partnership Perfection: Hear from our associate heroes

Originally broadcast Thursday 4th July, 13:15

Join our Associate Heroes as they share their key ingredients for the perfect partnership

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, 2024 Summer Best Practice Showcase Videos

Award Winners: Quality Teams

Award Winners: Quality Teams

Originally broadcast Thursday 4th July, 09:30

Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA.

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Categories: Library, Operational Improvement, Awards Case Studies, 2024 Summer Best Practice Showcase Videos

Award Winners: Quality Individuals

Award Winners: Quality Individuals

Originally broadcast Wednesday 3rd July, 14:15

Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn. 

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Categories: Library, Operational Improvement, Awards Case Studies, 2024 Summer Best Practice Showcase Videos

Best Practice Partnerships: Hear from the judges

Best Practice Partnerships: Hear from the judges

Originally broadcast Wednesday 3rd July, 10:30

In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process. 

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, 2024 Summer Best Practice Showcase Videos

Innovation Winners: Indeed & OVO Energy

Innovation Winners: Indeed & OVO Energy

Originally broadcast Tuesday 2nd July, 10:30

Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation.

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Awards Case Studies, 2024 Summer Best Practice Showcase Videos

Opening Keynote: How to Learn

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

How you can use this week to learn from our members. 

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2024 Summer Best Practice Showcase Videos

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