2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus
A comprehensive skills audit is identifying skill and knowledge gaps. A clear development framework across the employee lifecycle is then ensuring everybody gets the training and skills for their roles and career progression.

2023 Quality & Improvement Awards: Calibration is key to success at L&Q

2023 Quality & Improvement Awards: Calibration is key to success at L&Q
Continually reviewing the QA process, L&Q have seen improvements in engagement, understanding and purpose, and calibration has seen improved consistency. This allows them to focus on what matters most.

2023 Insight Awards: Stuart Marr at RSA

Stuart Marr has played a key role in introducing Interaction analytics to RSA. Aligning to company values and putting equal emphasis on speech and text he has built an automated QA model. This allows the QA team to focus on coaching and improvement.

2023 Insight Awards: Megan Hutchens at L&Q

Megan Hutchens looked outside planning for solutions to a planning challenge at L&Q. High handle times meant that they were unable to answer calls within agreed service levels. Analysing the data identified opportunities to improve and effective coaching has improved efficiency, reduced costs and improved service levels.

2023 Partnership Awards: Centrical x OVO Energy

2023 Partnership Awards: Centrical x OVO Energy
A cohesive and genuine partnership underpinned the introduction of an employee engagement platform which has delivered positive business benefits across a range of metrics. Everyone has data access that they can rely on, with one source of the truth. This enables advisors to self-serve and squad leads & coaches to understand coaching opportunities and areas for focus.

2023 Partnership Awards: Northern Rail x Hellion

2023 Partnership Awards: Northern Rail x Hellion
An especially integrated and successful partnership has delivered a step change in culture at Northern Rail, moving the focus from health and safety to customers, and establishing NPS as the key metric of success. Guided by Hellon, the focus was on what was important to their customers.

2023 Partnership Awards: Three UK x Vizolution

2023 Partnership Awards: Three UK x Vizolution
An open and collaborative partnership was key to the success of this implementation. Advisors can display information on a customer’s device. This ability to see exactly what the advisor is explaining adds clarity for the customer, reduces costs and supports advisors. Working together, with a flexible approach has allowed issues to be resolved, and significant benefits to be realised.

2023 Planning Awards: Rapha Nixon at Lifeplus

2023 Planning Awards: Rapha Nixon at Lifeplus has been making extensive efforts to connect to other areas of his organisation and seeking out areas of expertise and seeing how they can help him in his role and how he can support them toimprove deliverables.

2023 Planning Awards: Steve Neale at Aviva

2023 Planning Awards: Steve Neale at Aviva is determined not to accept that just because something has been done one way, that is the only way. He is always looking for new methodology and improvements and always looking to continuously improve.

2023 Planning Awards: Frazer McCormack at VitalityHealth

2023 Planning Awards: Frazer McCormack at VitalityHealth is the go-to person for all projects delivering large and small improvements that have benefited the business and customers.

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