Strategy Analyst Modules

Understanding the benefits of working at a strategic level. These webinars are designed to help everyone in analytical roles become a more active contributor to their organisation’s strategy, to gain a place at the top table.

How Knowledge Management supports front-line colleagues

Francis Bacon said “knowledge is power” – and when it comes to your contact centre and the frontline of customer demands, knowledgeable agents are empowered agents, able to do their best work. 

Partnership Perfection: Hear from our associate heroes

Originally broadcast Thursday 4th July, 13:15

Join our Associate Heroes as they share their key ingredients for the perfect partnership

Award Winners: Quality Teams

Originally broadcast Thursday 4th July, 09:30

Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA.

Award Winners: Quality Individuals

Originally broadcast Wednesday 3rd July, 14:15

Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn

Best Practice Partnerships: Hear from the judges

Originally broadcast Wednesday 3rd July, 10:30

In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process

Innovation Winners: Indeed & OVO Energy

Originally broadcast Tuesday 2nd July, 10:30

Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation.

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

How you can use this week to learn from our members. 

Navigating a Customer Experience transformation

Customers increasingly expect brands to deliver support that helps them solve issues as quickly as possible and doesn’t require them to waste time on the phone with human call agents. To meet these rising expectations, many brands have undergone—or plan to undergo—a customer experience transformation, using lessons learned from evolving customer requirements to deploy tools that deliver on their demands.

Beware of Bias

Bias influences every decision we make, every piece of analysis we do and every conversation we have. And if you are reading this and thinking “not me” then this is an example of the objectivity illusion. This is a tendency for people to believe that they are more objective and less biased than others. 

Partner Article: Calabrio Introduces AI-Driven Bot Analytics to Enhance Quality Management

Calabrio, the workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centres more performance data and insights to streamline and enhance the user experience.  

Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots; organising all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently.  

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