Catherine Ross, North Yorkshire County Council - Insight Individual 2022 Case Study

At North Yorkshire Council, Catherine Ross is highlighting opportunities to reduce unnecessary contacts and improve customer service by analysing the key drivers of calls and repeat contacts. Not all insight comes from data.

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Leanne Allinson, North Yorkshire County Council - Insight Individual 2022 Case Study

At North Yorkshire Council, Leanne Allinson, has taken the time to understand the emotional needs of her customers and colleagues. This has enabled her to provide the right tools to give advisors the confidence to recognise when it is appropriate to promote online services and do this in a sensitive way.

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Macmillan Cancer Support - Insight Team 2022 Case Study

Building simple robots releases the team’s potential at Macmillan Cancer Support
Developing the ability to build their own automation tools, saved the team a lot of time previously spent maintaining and updating reports. Robots were created to update reports, using Power Query, which improved timeliness & accuracy. This released the team to focus on optimising the work of their back-office teams.

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Hoist Finance - Speech Analytics Team 2022 Case Study

Actionable insight: if we lift the stone, we deal with what we find at Hoist Finance
Engaging with the operation and getting them bought into this philosophy is key to the successes being delivered by the Speech Analytics team. Clear accountability is ensuring that the insight they produce is being used effectively to deliver improved efficiency while reducing risk and improving customer experience.

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British Gas - Speech Analytics Team 2022 Case Study

Connecting data unlocks the power of speech analytics at British Gas
Combining data from Speech Analytics with other data sources and using Power BI to create innovative user dashboards is unlocking new insight. This is enabling the operation to deliver measurable benefits in areas including productivity, sales, quality, customer satisfaction and regulatory risk.

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Anglian Water - Speech Analytics Team 2022 Case Study

Becoming agile and responsive with speech analytics at Anglian Water
By evolving their own framework for speech analytics, the team are able to be agile and adaptive in creating new analysis categories. This is focussed on four core principles: Granular, Impartial, Flexible and Transparent (GIFT), delivering trusted and relevant insight, with measurable benefits, fit for a rapidly changing world.

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ADT & JCI Group - Insight Team 2022 Case Study

How to report the levers that really drive performance at ADT and Johnson Controls
Combining 57 reports from a wide range of systems into one simple dashboard the team have created a single trusted version of the truth with clear actions. Identifying the three key levers that drive success, and refining these to fit, they are consistently improving performance across different business areas.

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Capita - Knowledge Management Team 2022 Case Study

Building responsive, consistent knowledge across many, diverse operations at Capita
Rigorous analysis and control, in testing new ideas, helps the team ensure consistency and demonstrate the value of knowledge management. Using a range of systems for different operations, the team develop and improve the use of knowledge to deliver great service efficiently.

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Openreach - Quality Team 2022 Case Study

Delivering value and improvement through quality at Openreach
This team have massively improved customer experience, while reducing response times and propensity to call at the same time, using insight for change and delivering a new quality framework. In this B2B operation, they speak to clients directly to understand their needs and make quality drive profit for the business.

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Sainsburys Bank - Quality Team 2022 Case Study

How a risk-based approach gives focus on improvement at Sainsburys Bank
Recognising the waste and pain points in their own processes, the team have engaged with their colleagues to change the scope of quality, with clear measurable objectives and collaborative governance. A new simpler risk-based approach is giving focussed and trusted insight and coaching which is delivering real value.

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