2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus
A comprehensive skills audit is identifying skill and knowledge gaps. A clear development framework across the employee lifecycle is then ensuring everybody gets the training and skills for their roles and career progression.

Stuart Marr has played a key role in introducing Interaction analytics to RSA. Aligning to company values and putting equal emphasis on speech and text he has built an automated QA model. This allows the QA team to focus on coaching and improvement.

Megan Hutchens looked outside planning for solutions to a planning challenge at L&Q. High handle times meant that they were unable to answer calls within agreed service levels. Analysing the data identified opportunities to improve and effective coaching has improved efficiency, reduced costs and improved service levels.

Holly Smith used skills she had developed to automate reporting at Macmillan Cancer Support. Building simple excel based robots, she is making it easier for her colleagues to log and update work, saving time and reducing errors.

2023 Insight Awards: Automation delivers a step change in customer service at Water Plus
Using robots, the team are simplifying processes for their advisors and their customers. Automating time consuming processes is removing the risk of human error and freeing up time to focus on the customer. This has helped to improve efficiency, reduce complaints and increase customer satisfaction.