On-Demand Webinars

2023 Quality & Improvement Awards: Matt Prince at Novuna

Matt Prince has revolutionised his operation at Novuna. He brought in Contact Centre Best Practice in Planning, Quality and Insight. His communication has driven forward an inspirational change.

2023 Quality & Improvement Awards: Kayleigh Phillips at Water Plus

A committed coach, Kayleigh Phillips has driven improved performance across her team at Water Plus. This engaging approach has given agents a renewed excitement in the Quality process.

2023 Quality & Improvement Awards: Kulvinder Manak at Loop

Kulvinder Manak has developed and delivered an external qualification at Loop. She has upskilled the training team, developed masterclasses and improved the new starter journey.

2023 Quality & Improvement Awards: Catherine Bell at Loop

Catherine Bell has driven a cultural change at Loop whilst changing the evaluation process. Giving greater insight enabling more impactful conversations and better decision making.

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.