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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

Published on 24 April 2026

Webinar: From Insight to Impact: How IGLU Is Using Quality & Analytics to Drive Operational Performance in partnership with Calabrio & Business Systems

Friday 24th April, 12pm

Operational leaders are under increasing pressure to improve performance, maintain service quality and demonstrate measurable impact - all while managing rising demand and increasing complexity across channels.

In this session, we’ll explore how IGLU is using Quality Management and advanced Analytics within its WEM platform to move beyond compliance reporting and towards true operational control.

Featuring practical insight from IGLU’s recent WEM journey, alongside perspectives from Calabrio and Business Systems, we’ll discuss:

How Quality is evolving from compliance monitoring to performance enablement
How interaction Analytics can surface actionable operational insight
Practical steps taken to improve coaching effectiveness and visibility
The role of AI in enhancing Quality processes and reducing manual effort
Lessons learned from embedding Analytics into day-to-day operational decision-making

This session will provide real-world, practitioner-led insight for contact centre and operations leaders looking to unlock more value from their existing WEM investment and build a stronger, insight-led performance culture.