2023 Planning Awards: Extending planning into new areas by building trust and support at SSCL

2023 Planning Awards: Extending planning into new areas by building trust and support at SSCL
The team are feedback driven and overcame change fatigue, with trust scores in the team rising every year. They’ve engaged with operations as they introduce planning into new areas. And they’ve developed the team, to build confidence and extend skills. This has led to promotion and development opportunities for all the analysts.

2023 Planning Awards: Next generation branch planning at Lloyds Banking Group

2023 Planning Awards: Next generation branch planning at Lloyds Banking Group
Intensive time surveys have come in-house so that branch managers and teams are now assessing information about customer behaviour. This now happens more often over a wider range of branch sizes, improving forecasts and leading to better staffing coverage with increased shrinkages and improved service to customers.

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General
Gathering information form front-line staff has mode possible automated workflows for 27,000 customers per month and led to greatly improved customer journeys. This has increased engagement with the operation. And it’s reduced repeat contacts, increasing the value that advisors can add to each call.

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy
Challenging their software vendors uncovered issues that also impacted other customers. They’ve built relationships with stakeholders, who now trust the information provided. And a new Pathway to Planning offers advisors new career choices. Participants have even become informal planning champions in their teams!

Strength in numbers the value of community

We build strength when we focus on how we collaborate and who we do this with. When we bring together trusted data, analysis and insight alongside a group of people with a collective desire to improve, we can achieve greatness.

Partner Webinar: Is Automation and AI Taking Over the Call Centre?

Join Alvaria on 18^th April at 4:00 PM BST for the webinar, Is Automation and AI Taking Over the Call Centre? Does the “Less Human” Approach Work with Your Customers?

Categories: Library, Partner News

Partner Article: Contact centre recruitment challenges? Focus on productivity first

Keir Woolhouse, Commercial Director at miPerform, writes about how virtually every COO/senior contact centre leader is struggling to meet their KPI/Service Level targets with the resources available to them.

Categories: Library, News & Events

Webinar: KPIs and how they drive the narrative of performance in partnership with NICE

Watch at your own pace

In this session we will look at the relationship between KPIs and how they are influenced by the context that they are measured in. Join Graeme Gabriel, WFO Solutions Consultant from NICE and Phil Anderson Director at The Forum for a lively and interesting discussion touching on;

- KPI Interdependence
- OKR to KPI
- Context is everything
- KPI Matrix

Partner Article: Data, AI and automation will never replace humans. Fact

Matt Rumins, European Head of Customer Success at Intradiem, argues that while these technologies can empower humans, they neither can nor should ever replace them.

Categories: Library, Partner News

Webinar: Resilience 2.0 - In It Together in partnership with Sabio

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Resilience 2.0 - In It Together ... the power of community, identity and control
- Setting the scene - Agent Experience (AX) in the contact centre today. The cost of poor agent mental health and the opportunity for change.
- Resilience as a team sport - the importance of creating an environment where agents can be their best.
- The power of data in creating this environment - and in driving a systematic approach to wellbeing.
- Key Takeaways - what can I do today?

Member Resources & Library

Categories

Watch at your own pace

Watch at your own pace