Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 24 June 2025

2025 Awards Case Study: Automation improves onboarding and efficiency

When Cheryl Whitfield began exploring how automation could help HGS’s contact centre, she wasn’t after flashy tech solutions. Her focus was simple: help people do their jobs better. Cheryl, as part of her Business Insight role, builds chatbots to solve real challenges. Her work makes life easier for agents and managers and benefits were evident across the whole campaign.