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. 

2024 Partnership Awards: SVL and Hoover Candy

2024 Partnership Awards

A consultative approach from SVL identified that Calabrio would provide Hoover Candy with a tool that not only reduced manual processes but also delivered self-service functionality for agents to have more control over their schedules. SVL worked closely with Hoover Candy to plan the roadmap forthe roll out to focus on areas that would get buy in from internal stakeholders early in the process and to resolve technical issues with some of the key interfaces. Open communication and a deep understanding of their clients’ needs has been key to the success of this relationship.

2024 Partnership Awards: Sabio & DHL

2024 Partnership Awards

In a strategic partnership with Sabio, DHL Express UK embarked on transforming its resource planning and employee engagement, addressing staffing inconsistencies and inefficiencies. By overhauling their Workforce Management system, focussing on accuracy, optimisation, and schedule flexibility, they achieved significant improvements in forecast accuracy, resource efficiency, and employee satisfaction. Sabio took time to understand DHL, and their service goals, and worked hard to support and upskill the team at DHL. These efforts led to marked cost savings, showcasing the value of leveraging technology and innovation in the logistics industry.

2024 Partnership Awards: QStory & Jet2holidays

2024 Partnership Awards

A mature and established partnership between QStory and Jet2holidays delivered an extremely successful intraday automation implementation, which has been a great enabler for Jet2holidays homeworking model. Once they had a better visibility of their absence, QStory supported Jet2holidays with the establishment of a centralised absence management function SMART. The QStory policy of retaining 30% of developer time to be available to work on customer requests has been a real enabler for this change, ROI and stakeholder impact has been positive. Jet2holidays are so delighted that QStory were awarded one of their coveted supplier awards.

2024 Partnership Awards: NICE and BT Group

2024 Partnership Awards

Driven by a goal to discover whether NICE’s NEVA technology could be used to support scheduling activities, NICE and BT Group worked together as one team to design a solution. By adopting NICE’s NEVA technology, they were able to reduce the number of interdependent systems, remove transactional work, and create new skills and career development opportunities for schedulers to learn robotics. This venture was built on mutual respect, open communication, and shared goals, and created a new use case for NEVA which works for BT Group and which NICE can share with their customers.

2024 Partnership Awards: Davies & TJX

2024 Partnership Awards

In a strategic collaboration, global retailer TJX and Davies revolutionised employee onboarding, focussing on decentralised training and soft skills. Incorporating digital learning and aligning with cultural values, they achieved a 300% investment return, which included a reduction in the glide path to productivity in the contact centre from 8 weeks to 6 weeks. This partnership not only enhanced employee engagement and customer service for TK Maxx and HomeSense but also established new benchmarks for training excellence, an increase in empathy and rapport with customers with a positive impact oncustomer loyalty.

2024 Partnership Awards: CMS and Student Loans

2024 Partnership Awards

This strong, responsive, and mature partnership has delivered the first ever integration of the OPX back-office system with NICE, and the first integration that NICE has had with a back-office system. Student Loans now has full visibility of staff across the estate, allowing for the dynamic allocation of staff to different roles based on changing needs and operational priorities. Frequent and transparent communication at many levels, and easy access for the SLC team with CMS developers really helped to deliver a solution that meets their customers’ needs. ROI is very impressive, with £925k in year one and savings of up to £3.6m per annum.

2024 Partnership Awards: Business Systems & Motorway

2024 Partnership Awards

Through partnering with Business Systems to implement Calabrio, Motorway has experienced significant improvements in their WFM and Planning operations. These include substantial improvements to adherence, equivalent to 30 FTE per week, a considerable increase in the efficiency of internal processes such as holiday requests, and the fostering of an overall more positive work environment resulting in greater employee satisfaction and improved customer service. Through innovative problem-solving and dedicated teamwork, they overcame challenges in integrating systems, delivering significant operational improvements and financial benefits. Shared goals and a willingness to “walk in their customers’ shoes” were key elements of this successful partnership – we understand that Neil did get a good price for his car!

2024 Data, Analytics & Insight Awards: Chantal Lowson at Macmillan Cancer Support

2024 Data, Analytics & Insight Awards

Chantal’s leadership journey at Macmillan Cancer Support showcases her transformative approach to management. Transitioning from a single Data Analyst Insights team to leading three specialist teams, she exemplifies embracing change, fostering trust, and leveraging technology for organisational improvement. Her strategy prioritises people, performance, and continuous learning, demonstrating the impact of multifunctional teams and data-driven decisions. Chantal’s story is a testament to the power of leadership in navigating challenges and driving substantial business improvements.
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