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Case Studies Modules

Find out how other organisations transformed the way they worked. Learn from almost 20-years of Innovation Award case studies, to take away practical ideas for your own workplace. These case studies are available for Members only please register on the website to view.

2020 Planning Case StudyHow the Central Hub operates as the brain of on the day process at Virgin Media

Published on 27 April 2020

2020 Planning Case StudyHow the Central Hub operates as the brain of on the day process at Virgin Media

The Central Hub operates as the brain of on the day process and action within the Customer Contract area of Virgin Media. The team supports Virgin Media's largest division, network of 14 contact centres, 7 on and 7 offshore; and a total of 6500 agents, supporting voice, digital and back office channels. They manage the dialler and all system and building impacts which might affect the day

  • The Central Hub means that Real-Time are now an all-seeing eye across the business
  • Controlling all resource both human and technology to maximise customer experience
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Author: Leanne McNamee

Categories: Library, Planning & Resourcing, Awards Case Studies

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