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.
How switching focus from sales to customer experience, employees and the community has increased HomeServe’s engagement and customer satisfaction scores to 86% and 79.9% respectively.
Categories: Library, Awards Case Studies
See how a collaborative approach to implementing speech analytics has lifted retention six points in the first teams and transformed operations at Sky Save, for both customers and colleagues.
Great leadership, values and co-operation have been the cornerstone of success at Sainsbury’s Bank’s first in-house contact centre, driving cost-savings alongside a 16-point NPS increase
The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, Awards Case Studies
See how a new end-to-end planning tool has delivered consistency, control and agility whilst freeing up time to transform the role of the planning analyst at Barclaycard.
Categories: Library, Operational Improvement, Awards Case Studies
Learn from two award winners how people engagement was key to a complete overhaul of the travel firm’s forecasting and scheduling department.
Categories: Library, Planning & Resourcing, Awards Case Studies
See how analytics, insight and agile methodologies have helped Shop Direct treble digital-assisted contact, so that half of all customers now self-serve and inbound calls shrunk 7%.
Categories: Library, Planning & Resourcing, Data, Analytics & Insight, AI & Automation, Awards Case Studies