Technology Showcase: QStory

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

Originally broadcast Monday 15th May 2023, 13:15

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

Keynote: Strength in Numbers

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.

Originally broadcast Monday 15th May 2023, 09:30

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.

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.

Capacity Planning Modules

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.