Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

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.