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Categories: Library, Awards Case Studies
See how a new end-to-end planning tool has delivered consistency, control and agility whilst freeing up time to transform the role of the planning analyst at Barclaycard.
The Innovation of the Year 2018 award was won by Homeserve; an organisation centred on people and customers. In achieving commercial success and building community engagement, front-line teams re-connected with the organisation’s purpose, to rebuild trust. Marked out by judges as one of the best entries they’ve ever seen, this is a story everyone can learn from and be inspired by. They were also presented with the Innovation Award for Social Transformation.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, Awards Case Studies
Great leadership, values and co-operation have been the cornerstone of success at Sainsbury’s Bank’s first in-house contact centre, driving cost-savings alongside a 16-point NPS increase
See how a collaborative approach to implementing speech analytics has lifted retention six points in the first teams and transformed operations at Sky Save, for both customers and colleagues.
How switching focus from sales to customer experience, employees and the community has increased HomeServe’s engagement and customer satisfaction scores to 86% and 79.9% respectively.
The Resource and Planning (R&P) Team at ADT Fire & Security has engaged with colleagues across the business to improve ways of working, identify efficiencies and provide insightful and timely management information.
Dramatic service improvements resulted from a new, shared customer mindset, with data-driven decisions and real partnership between outsourcers, corporate functions & the operations team.
Development, great communication and empowering people is fuelling success at RS, underpinned by inspiring leadership, an innovative People Framework and the self-funding Enable team.
See how engaging the people who do the work and building a database of knowledge has enabled smarter schedules that cut backlogs, devolved responsibilities and controlled risks.
Categories: Library, Data, Analytics & Insight, Awards Case Studies
Categories: Library, Planning & Resourcing, Awards Case Studies