The AA CTC Team

2024 Improvement & Quality Awards

The AA significantly improved its service by implementing end-to-end outcomes testing. This approach not only deepened understanding of the customer journey but also heightened regulatory compliance and operational efficiency. Key to success was engaging stakeholders early, fostering collaboration, and driving procedural changes that benefitted both customers and the business. This shift not only enhanced customer experience but also transformed the quality assurance team’s role, promoting a culture of constructive feedback and continuous improvement.

The AA Forecasting Team

2024 Data, Analytics & Insight Awards

The AA’s forecasting team has been pivotal in optimising breakdown services through a predictive model linking weather data to breakdowns, improving resource allocation and response times. Their analysis has driven digital advancements, streamlining operations and enhancing customer interactions by filtering simpler queries online. They also evaluate economic and market trends for strategic planning. This work ensures The AA adapts efficiently to customer needs and maintains leadership in service excellence, highlighting the team’s essential role in operational and strategic decisions.

The behavioural science of turning insights to action

How do we translate data into action? The Sabio team explore ways to generate actionable insight and embed new behaviours in our operations.

Categories: Library, Partner News

The Forum has become an Employee Ownership Trust

This means that Paul Smedley has placed full ownership of The Forum in the hands of an Employee Ownership Trust (EOT), in perpetuity, making us fit for the long-term future.

The purpose of The Forum is to raise standards in customer operations by enabling members of our professional communities to learn, share and innovate.

Categories: Library

The future of insight

Aim for more signal, less noise, and make insights personal and relevant, like a fitness watch. If insight is the capacity to gain an accurate and deep understanding, how do we empower people to use this to make decisions and mistakes, and learn from these?

Categories: Library

The Inner Circle Guide to Cloud-Based Contact Centre Solutions

Detailed Answers to Common Cloud Questions from Leading Solution Providers

Categories: Library, Partner News

The Open University Knowledge Management Team

2024 Improvement & Quality Awards

The Open University, spearheaded by Liz Vosper, has advanced its knowledge management system, addressing initial challenges such as inadequate web content management skills. Their journey, characterised by innovation, collaboration, and a focus on accessibility, has significantly enhanced system efficiency. Implementing e-learning for content writers and improving accessibility standards, they’ve set a new benchmark in the field, showcasing their commitment to continuous improvement and user-centric design.

The power of effective communication

Why do some people, teams and organisations continually struggle with communication? Yet, many global organisations excel in cross-functional collaboration and engagement?

The Power of One

Personalise performance improvement, by creating new ways for people to learn, progress and connect.

Ian Chappell shares five keys factors, that drive real, specific results and help people progress.

Categories: Library

Three Ireland Insight Team

2024 Data, Analytics & Insight Awards

The ROI insight team at Three Ireland have utilised Microsoft Power Apps to revamp internal processes and enhance workplace culture. This move aimed at ditching outdated communication methods for a more efficient, engaging approach to reporting. The initiative led to improved operational efficiency, higher employee engagement, and significant cost savings. Power Apps helped automate tasks, saving 900 hours annually and fostering a culture of innovation. Future plans include developing an “Everything App” and integrating AI to further advance their digital efforts.

Top intelligent automation trends to watch in 2023

By Paul Milloy, Business Consultant at Intradiem

With 2023 just around the corner, it is time to look at what the next 12 months might hold. It seems clear that some of the trends that emerged during the pandemic will continue to manifest. For example, hybrid working models have become deeply ingrained throughout society and the staffing challenges of recruiting and retaining the right people are unlikely to go away. However, there are other factors that will likely come to the fore in 2023 that may need automation technology investment to fix.

Categories: Library

Utility Warehouse Operational Change & Improvement and Knowledge Management Teams

2024 Improvement & Quality Awards

Utility Warehouse, a leading UK multi-service provider of energy, telecom, and insurance, embarked on a transformative journey to overhaul its operations. Spearheaded by their Operational Change department, the initiative saw the evolution of their Albert Evolve knowledge platform and the introduction of the Live Interactive Support Agent (LISA). Aimed at enhancing customer service efficiency, this transformation included rebranding, content optimisation, and extensive employee training, resulting in significant time and cost savings, improved platform engagement, and positive feedback from staff.

Verint & Vitality Health

2024 Partnership Awards

This collaborative and professional partnership has revolutionised back office operations and enhanced customer experiences at Vitality Health. The deployment of Verint Operational Manager has given visibility, streamlined processes, improved data analytics, and facilitated better demand planning. The outcome was not only a substantial increase in operational efficiency but also a significant reduction in customer complaint resolution times, reduced from two months to 72 hours. A strong sense of professionalism and a governance framework has been key to delivering and demonstrating the success of this implementation.

Verint Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw Jones, Workforce Management Guru at Verint.

Water Plus Quality Team

2024 Improvement & Quality Awards

Water Plus, the largest water retailer in the UK, is enhancing customer service and employee growth. Their approach includes comprehensive training, customer engagement, and strategic quality assurance. Initiatives like structured coaching, development programmes, and technology use for self-service have significantly improved customer satisfaction and employee morale. This focus on continuous improvement and strategic quality alignment has led to notable achievements in service delivery and operational efficiency.

Wheatley Housing Planning Team

2024 Planning Awards

Wheatley Housing Planning Team is committed to enhancing operational efficiency and customer satisfaction through collaboration, automation, and strategic planning. Initiatives included streamlined communication, automating payroll processes, and implementing new telephony and WFM solutions. Challenges such as manual transitions and peak season volumes have been addressed with a focus on long-term strategies and cost efficiency. Process improvements have reduced processing times, while integration supports cohesive operations.

Why simplicity in contact centres matters in an era of complexity

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority. That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification

Categories: Library, Partner News

Workshop: Calibration

Originally broadcast Thursday 17th November 2022, 09:30

Calibration is a fundamental necessity of any Quality Assurance, development, and improvement process. Hear from BPA Quality & L&Q.

Workshop: Tactical Planning

Originally broadcast Thursday 29th April 2021, 15:15

Tactical Planning: performance expectations in the ‘new normal’ As we move into new ways of working, we will need to look at new ways of managing our people on the day. How are we going to monitor adherence? How are we going to update our playbook to take hybrid or homeworking into account? What factors do we need to take into account

Your Moment of Truth: confident to succeed

For our 22nd year, we focus on the opportunity we have, as professionals, to drive successful improvements, whether in planning, insight, or customer experience. This Best Practice theme for 2022 represents the next stage of this coming of age for our professional disciplines.

So, we invite you to consider your moments of truth. What makes you confident to succeed?

Zach Haddenham at eBay

2024 Planning Awards

Zach’s journey at eBay showcases the transformative impact of curiosity, collaboration, and innovation. From simplifying processes to implementing ground-breaking features, Zach’s proactive approach has not only solved long-standing challenges but also inspired others to embrace learning and teamwork, setting a blueprint for success in today’s dynamic customer operations landscape.

Learning Academy

2024 Improvement & Quality Awards

2024 Data, Analytics & Insight Awards

2024 Improvement & Quality Awards

2024 Data, Analytics & Insight Awards

By Paul Milloy, Business Consultant at Intradiem

2024 Improvement & Quality Awards

2024 Partnership Awards

2024 Improvement & Quality Awards

2024 Planning Awards

2024 Planning Awards