Forecasting & Analysis Modules

Incorporate all relevant data, using statistical and expert methods to produce the best possible predictions. Further your knowledge about what performs best for your problems.  

Virtual Best Practice Showcase – Vulnerable Customers

Tuesday 25th August, 12:00

Hear from three winners - OVO Energy, Novuna and National Support Network x NatWest as they talk about the work they have done to identify vulnerable customers and support the advisors to ensure the best care for all.

Virtual Best Practice Showcase – Effective Technology Partnerships: Route 101 x Blackcircles

Thursday 20th August, 12:00

Join us for the session where we will be joined by two of our winning Partnerships – Route 101 x Blackcircles

Virtual Best Practice Showcase – Effective Technology Partnerships: QStory x Nationwide

Thursday 20th August, 12:00

Join us for the session where we will be joined by two of our winning Partnerships – QStory x Nationwide.

Virtual Best Practice Showcase – Planning

Tuesday 11th August, 12:00

Join us for a practical showcase featuring Planning Leaders and teams recognised through our Awards Programme. With award-winning examples from eBay and Nationwide, we'll explore how Planning is evolving beyond traditional forecasting and scheduling to become a strategic driver of operational performance. Our speakers will share the challenges they faced, lessons they learned, and how their work has continued to evolve since their award submissions.

Virtual Best Practice Showcase – Turning Insight into Decision Systems

Wednesday 5th August, 12:00

Presentations from Award winning stories from Firstsource, eBayOVO Energy and AXA Insurance on how they are Turning Insight into Decision Systems

Virtual Best Practice Showcase - Continuous Improvement & Effective Change

Tuesday 28th July, 12:00

Hear from OVO Energy & LNER as they talk about Continuous Improvement & Effective Change. They will discuss how to stop burn out, how to bring the whole centre along with the change and how to prioritise projects and show the benefits from each change.

Virtual Best Practice Showcase – Quality & Operational Improvement

Watch at your own pace

Hear from Award winners Worldpay on reshaping their Back Office Quality with AI as well as improving Knowledge Management & how HGS rolled out a new learning programme that is set to become the global blueprint for a unified training standard.

2025 Awards Case Study: Betting on Innovation - Sabio x Flutter Entertainment

How a Global Sports Betting & iGaming Leader transformed Workforce Management in the UK & Ireland

2025 Awards Case Study: WEM implementation in action - Verint x Novuna

Novuna’s old contact centre setup slowed everything down. Verint helped streamline tools, improve scheduling, and slash digital response times. Staff now feel supported, customers get answers faster, and data drives improvements. Not just an upgrade—a whole new way of working.

2025 Awards Case Study: How implementation of Calabrio and AWS transformed customer service - SVL x Trainline

Trainline revamped its contact centre with SVL. Call routing was simplified, handling times dropped, and coaching time rose. Tech did the heavy lifting, so teams could focus on helping customers. A solid partnership that made day-to-day work easier for everyone.

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