We are not short of data when it comes to managing contact centres. But how do we best translate data into action? What do we really mean by insights? And how do we embed the right behaviours within our teams? Join this session to learn about the power of people data and how to best drive ownership and change within your teams

Engaging engineers and transforming field planning at Sky Home Service

Ground breaking work by planning, and a pioneering relationship with Oracle on WFM, support a collaborative transformation that is data-led and is evolving lifestyle working patterns for a diverse, new generation of field engineers.

A journey of transformation in customer experience

Massive transformation has been achieved across the BT estate, not just contact channels, using Brand & Transactional NPS data to build momentum in fixing what matters to customers, often small problems as well as bigger issues.

Transforming learning and building a coaching culture

A powerful, agile transformation programme has created a new culture of coaching and learning, at all levels of the business. An inspiring environment to help colleagues develop and deliver great customer experience.

Innovating planning for field operations

The power of planning was released by really engaging stakeholders, and for planners the AI tool, R-Shiny, proved a game-changer. This helps them iterate agile models fast, even with huge layered detail, and integrate to EXCEL.