These webinars are hosted by The Forum or in association with our partners. Register for the upcoming webinars below. New webinars will be added here as they are added to the calendar.Catch up with past webinars.By registering for a partner webinar you are consenting to sharing your information with them. If you do not receive joining instructions for a webinar please email events@theforum.social.
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.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Awards Case Studies
See how Santander use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.
Categories: Library, Operational Improvement, Awards Case Studies
Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Awards Case Studies
Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%.
A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes & grown the business, with 50% more tests at 40% less cost.
How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.
Categories: Library, Operational Improvement, Data, Analytics & Insight, Awards Case Studies
How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.
Learn how homeworking at LV= has boosted morale, improved customer experience, raised productivity and delivered a £2.3 million return on investment.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Awards Case Studies
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Awards Case Studies
Categories: Library, Planning & Resourcing, Operational Improvement, AI & Automation, Awards Case Studies
Categories: Library, Operational Improvement, Learning & Development, Awards Case Studies