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.

Conference Endnote

Originally broadcast Friday 5th November 2021, 09:30

Learn how to invest your time wisely to help you spend time on the things that matter the most. Doing something different on a daily basis.

Categories: 2021 NC On-Demand, Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel

Technology Showcase: Verint

Originally broadcast Thursday 4th November 2021, 10:30

Learn how Verint’s clients adopted Verint KM to close the gap between ever increasing customer interactions, channels, and expectations, with the same or reducing resource levels.

Categories: 2021 NC On-Demand, Library, Learning & Development

Technology Showcase: Intradiem

Originally broadcast Wednesday 3rd November 2021, 14:15

The evolution of workforce management with intelligent automation, hear how this has made a real difference at AXA.

Categories: 2021 NC On-Demand, Library, Planning & Resourcing

Technology Showcase: Machine Learning

Originally broadcast Wednesday 3rd November 2021, 13:15

Getting started with Machine Learning and introduction for analysts.

Categories: 2021 NC On-Demand, Library, Data, Analytics & Insight

Technology Showcase: Sensée

Originally broadcast Wednesday 3rd November 2021, 12:30

A panel discussion on the tools and processes required to deliver flexible work-from-home options for employees, as well as high productivity, cost savings and great CX

Categories: 2021 NC On-Demand, Library, Planning & Resourcing

Keynote: Investing in People & Technology

Originally broadcast Tuesday 2nd November 2021, 14:15

Mark Brown of Virgin Media and Paul Milloy of Intradiem discuss how investing in people and technology is the key to the future of Customer Service.

Categories: 2021 NC On-Demand, Library, Planning & Resourcing, Strategy & Leadership, Learning & Development

Technology Showcase: NICE

Originally broadcast Tuesday 2nd November 2021, 13:15

Graeme Gabriel and David Kay share practical top tips, tactical insight and strategic vision for digital planning.

Categories: 2021 NC On-Demand, Library, Planning & Resourcing, Digital & Omni-Channel

Technology Showcase: Calabrio

Originally broadcast Tuesday 2nd November 2021, 12:30

Ed Creasey discusses how the potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.

Categories: 2021 NC On-Demand, Library, Planning & Resourcing

Keynote: Agent Wellbeing & Mental Health

Originally broadcast Monday 1st November 2021, 13:15

Join Sabio as we explore the #1 megatrend in the customer experience industry that nobody is talking about.

Categories: 2021 NC On-Demand, Library, Planning & Resourcing, Strategy & Leadership, Learning & Development

Technology Showcase: QStory

Originally broadcast Monday 1st November 2021, 12:30

David Preece talks about why Agility is the only defence your Contact Centre has against volatility and why Intraday Automation is the key to achieving it.

Categories: 2021 NC On-Demand, Library, Planning & Resourcing

1 2