2023 Quality & Improvement Awards: Naomi Hines at Sovereign Housing

Naomi Hines brought in consistent checks across all channels at Sovereign Housing. Rebranding with a focus on excellent customer service has shown the value of Quality.

2023 Quality & Improvement Awards: Carrina Erdos at L&Q

Carrina Erdos has taken QA beyond the Contact Centre at L&Q. Developing processes for improvement with a commitment to customer service and delivery.

2023 Quality & Improvement Awards: Suzanne Reay at Ocado

Suzanne Reay has reinvigorated the QA process at Ocado. Improving customer satisfaction through authentic conversations.

2023 Quality & Improvement Awards: Ongoing Learning and Development at Novuna

2023 Quality & Improvement Awards: Ongoing Learning and Development at Novuna
The team are providing learning & training throughout an employee’s tenure. Knowledge refresh packs are enabling group coaching and self-serve learning. They support agreed themes around business needs and common challenges.

2023 Quality & Improvement Awards: Simplifying Knowledge Management at Utility Warehouse

2023 Quality & Improvement Awards: Simplifying Knowledge Management at Utility Warehouse
Reviewing content one topic at a time is revolutionising Knowledge Management. Users can now quickly find everything they need on a topic in a single page. Finding different ways of using existing tools is driving real improvement.

2023 Quality & Improvement Awards: Knowledge Management becomes a trusted partner at Capita Customer Experience

2023 Quality & Improvement Awards: Knowledge Management becomes a trusted partner at Capita Customer Experience
The team have proved the value of good knowledge management showing the correlation between usage and key measures. Increased Quality scores and CSAT ensures the knowledge team are now seen as experts in their field.

2023 Quality & Improvement Awards: Enabling people to be experts in their roles at Novuna

2023 Quality & Improvement Awards: Enabling people to be experts in their roles at Novuna
The senior team provide holistic support through a range of activities including coaching and 121 support. This is giving advisors the knowledge and confidence to deliver great customer service.

2023 Quality & Improvement Awards: Analysis drives improved Knowledge Management at Anglian Water

2023 Quality & Improvement Awards: Analysis drives improved Knowledge Management at Anglian Water
Deploying a new Knowledge database and integrating Power Apps has brought together Knowledge Management and virtual 121 support into a user friendly tool. This is driving demonstrable improvement on FCR and CSAT.

2023 Quality & Improvement Awards: Combining Traditional QA and Automation drives improvement at William Hill

2023 Quality & Improvement Awards: Combining Traditional QA and Automation drives improvement at William Hill
Automation of high-risk conversations enabled QAs to drive forward the right coaching discussions. This is supporting a culture of player safety. Compliance improved by 20%, freeing up time for QAs to drive forward the right coaching.

2023 Quality & Improvement Awards: Making a Difference, makes a difference at Water Plus

2023 Quality & Improvement Awards: Making a Difference, makes a difference at Water Plus
Building on a successful quality program to ensure learning is available for all. The team are coaching and developing their people through their Making a Difference programme. This is delivering customer focussed improvement.

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