2025 Best Practice Guide
Raising Standards

Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
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2025 Awards Case Study: Raising the bar on customer experience

Published on 19 June 2025

2025 Awards Case Study: Raising the bar on customer experience

The Quality Team at Openreach had a big challenge on their hands. Quality assurance (QA) processes differed greatly among 2,000 people in various roles and locations. This made it difficult to track performance, improve customer service, and create a fair and transparent system. They knew things had to change, so they set out to create a single, consistent QA model that worked for everyone.

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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