2023 Quality & Improvement Awards: Knowledge Management becomes a trusted partner at Capita Customer Experience

2023 Quality & Improvement Awards: Knowledge Management becomes a trusted partner at Capita Customer Experience
The team have proved the value of good knowledge management showing the correlation between usage and key measures. Increased Quality scores and CSAT ensures the knowledge team are now seen as experts in their field.

2023 Quality & Improvement Awards: Enabling people to be experts in their roles at Novuna

2023 Quality & Improvement Awards: Enabling people to be experts in their roles at Novuna
The senior team provide holistic support through a range of activities including coaching and 121 support. This is giving advisors the knowledge and confidence to deliver great customer service.

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 Quality & Improvement Awards: Making a Difference, makes a difference at Water Plus

2023 Quality & Improvement Awards: Making a Difference, makes a difference at Water Plus
Building on a successful quality program to ensure learning is available for all. The team are coaching and developing their people through their Making a Difference programme. This is delivering customer focussed improvement.

2023 Quality & Improvement Awards: Calibration is key to success at L&Q

2023 Quality & Improvement Awards: Calibration is key to success at L&Q
Continually reviewing the QA process, L&Q have seen improvements in engagement, understanding and purpose, and calibration has seen improved consistency. This allows them to focus on what matters most.

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.

Case Studies Modules