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Member Resources & Library

Enjoy a trusted place where you can easily find solutions. See below for a sample of our articles and resources. 

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Partner Article: The Forum - Optimising Healthcare Contact Centre Operations - 4 Ways

In today's day and age, a negative customer experience can make or break an organisation's reputation. Delivering a good customer experience is now pivotal to how customers perceive a brand, and this is only intensified when operating within the healthcare space. 

2022 Innovation & Transformation Awards: Dwr Cymru Welsh Water Live Case Study

Held on 21st June 2022

Digital innovation with Power Apps to simplify service fast

Using Microsoft Power Apps and home-grown skills, the team delivered a short term production system at pace, in the back office, to deliver proven efficiencies and service that harness the power of data.

2022 Innovation & Transformation Awards: FIS Worldpay

Held on 16th June 2022

RADAR: unlocking the value of data to transform the business

A complex, ambitious data transformation has brought diverse data sources into one trusted version of the truth, that is easy to use. This is powering engagement, cutting risk and improving service, right across FIS globally.

Alvaria Accelerate ‘22 Virtual Experience

Accelerate ‘22 is the fastest way to access Alvaria resources including updates on the product roadmap, executive perspective thought leadership sessions, tips and tricks, success stories, use cases, company announcements and more.  

2022 Innovation & Transformation Awards: BT Pensions Live Case Study

Held on 9th June 2022

Project Teal: transforming member services at BT Pensions

A powerful transformation was made possible by new customer journeys and technology. This grew a new culture in the operation, with better, data-led decisions. It’s freed up advisors & team leaders to focus on coaching and quality.

Questions to consider for annual leave

As the world reboots after the firm reset of the Pandemic, we have the opportunity to revisit, redefine and reshape how we have done things. 2020 was a strange year, especially for annual leave, as lockdown restrictions changed how we used annual leave and the Government stating leave can be carried over, firmly “kicking the can” down the road, to give us a problem for another day (or year).

Partner Article: Revolutionising CX with Next Generation Cloud Technology

Following the pandemic, the definition of customer experience has been redefined. They expect outstanding service using the channels they prefer (voice, video, text, chat, etc.), with agents who are knowledgeable and empowered to problem-solve quickly. At the same time, work-from-anywhere trends have created new opportunities and challenges in delivering exceptional customer experience.  

Liquorice Consistents – Does somebody at Bassetts not like me?

At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.

Karen Christmas, Eurostar - Planning Rising Star 2022 Case Study

Karen Christmas at Eurostar built a plan to manage furlough and is now working with staff returning to work.

Cameron Croxson, L&Q - Planning Manager 2022 Case Study

Cameron Croxson at L&Q is a central figure in the business respected for the support he gives, willing to develop others and himself.
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