Technology Showcase: Intradiem

Originally broadcast Tuesday 27th April. 2021, 12:30

How to support your agents better in remote operations by optimising the delivery of coaching and training Want to find out how to support your agents better in remote operations by optimising the delivery of coaching and training? Hear how real time planning & operations teams at British Gas delivered this with the help of Intradiem’s award winning Intelligent Automation Technology solution. Join a panel of business leaders facilitated by Matt Rumins (Head of Customer Success) to discuss the engagement & effectiveness improvements and tangible results that leading organisations are experiencing with Intelligent Automation.

2021 Planning Awards: Jamie Cambell at LV=

Jamie Campbell from LV= is seen as a trusted partner, delivering what matters to stakeholders. This was a challenging year, with his team doubling in size and breaking down historic siloes. He takes pride in developing his team members, always there for them. He doesn’t micro-manage but does offer support and guidance.

2021 Partnership Awards: BUPA x Sensée

The homeworking partnership BUPA and Sensée created a really engaging team environment, that works as one team across both outsource and in-house teams. Invaluable when lockdown hit, this has driven long-term engagement and value.

2021 Partnership Awards: Hoist Finance x Aspect

At Hoist Finance and Aspect, an ambitious roll out of a new pan-European omni-channel platform was accelerated into a few weeks, to support working from home with lockdown. This huge logistical challenge was overcome by an exceptionally close and collaborative relationship, with mutual positive challenge and trust.

Categories: Library, Awards Case Studies

2021 Partnership Awards: Noble x Capquest

Noble Systems worked with Capquest to transform performance culture, as well as resource planning, with ROI in eight months. Their deployment of gamification is exceptional in how they motivate and develop people.

Categories: Library, Awards Case Studies

2021 Partnership Awards Skipton Building Society x NICE

Skipton Building Society and NICE demonstrated how to unlock the potential of workforce management and support a huge rise in the capability of the planning, with tangible benefits for the business.

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2021 Partnership Awards injixo x Yorkshire Housing

The work on workforce optimisation by Yorkshire Housing and Injixo showcases further great examples of how to take planning to the next level and work with
suppliers in such a way that great partnership is part of the standard operating model.

2021 Partnership Awards: Davies x Which?

At Which? working with the Davies Group massively accelerated their roll out of analytics, with rapid ROI and unprecedented insight about consumer attitudes and experience during lockdown.

Categories: Library, Awards Case Studies

2021 Partnership Awards: Sainsburys Bank x Webhelp

Sainsburys Bank and WebHelp demonstrated an outstanding client-outsourcer partnership, with WebHelp’s exceptional focus on looking beyond just cost benefit, adding real, further value for the bank, including new work on analytics.

Technology Showcase: Calabrio

Originally broadcast Tuesday 27th April. 2021, 10:30

The Evolving World of Workforce Engagement Management (WEM) in the Cloud: Five Tactics that Help Keep Agents Engaged in a Modern Contact Centre It’s no secret the contact centre is forever changed. Moving to a cloud contact centre can prove valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth; and access to new or more robust technology.

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