See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

See how analytics, insight and agile methodologies have helped Shop Direct treble digital-assisted contact, so that half of all customers now self-serve and inbound calls shrunk 7%.

Each time round the WFM cycle, high-performing planners analyse and report on what went right and what went wrong. The goal is that with each iteration, the forecast becomes more accurate, the staffing requirement includes the right shrinkage, the schedule efficiency is higher, the agent adherence is better, and so on. Continuous improvement is the name of the game.

Just as with every other part of the WFM cycle, there’s a right way and a wrong way to go about reporting & analysis. What’s more, since late 2019 we’ve all been bombarded with numbers and charts in the daily news. Now everybody thinks they are statisticians. Join Ian Robertson of The Forum and Simon Waldron of InVision as they reveal some hot tips that work in 2021 and beyond. If you want to take your reporting & analysis to the next level, this webinar is a must-attend.

In this webinar, you will learn:
 - The most important KPIs
 - How to choose the right level of detail
 - The dos and don’ts of data visualization
 - About telling a story with your data
 - How to use your data to drive change