2025 Best Practice Guide
Raising Standards

Member Resources & Library

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2025 Awards Case Study: Customer service that works

Wheatley’s contact centre was struggling. Content Guru introduced a smarter, faster cloud system. Calls were handled better, wait times dropped, and satisfaction soared. This was more than just tech; it was about shared values. It focused on helping people, supporting communities, and creating something lasting.

2025 Awards Case Study: How an employee engagement platform transformed performance

Capita used Centrical’s gamification platform to cut handling times and boost call resolution. Managers saved time, and teams worked smarter. At first there were doubts, but when results rolled in, buy-in followed. A clever tool that changed how people worked.

2025 Awards Case Study: A Calabrio implementation that really paid off

Home Group replaced outdated systems with Business System’s’ cloud-based solution. Scheduling got easier, staff had more control, and efficiency jumped. Savings topped £16,000 a month. One year on, the benefits keep growing. A great example of what teamwork and tech can do.

2025 Awards Case Study: Transforming public sector insights at HGS

Steven Davison optimized public sector services at HGS. His data insights improved government decision-making, streamlined services, and enhanced efficiency.

2025 Awards Case Study: Driving change through collaboration

Sarah Rowell led NCFE’s workflow improvements. She enhanced communication, reduced delays, and empowered employees. Her efforts improved operational efficiency and team collaboration.

2025 Awards Case Study: Changing the game in digital learning

Rochelle Francis transformed ACCA’s online learning. She made engaging and flexible content. It boosted completion rates and supported different learning styles

2025 Awards Case Study: Elevating team growth and industry collaboration

Paul Gardner improved collaboration at Haier Europe. He built industry partnerships, strengthened workforce development, and optimized operations. His leadership fostered growth, efficiency, and innovation.

2025 Awards Case Study: Helping others through knowledge management

Natalja Nicholls revamped NCFE’s knowledge management. She consolidated scattered resources, improved accessibility, and streamlined processes. Employees found information faster, reducing delays and improving service.

2025 Awards Case Study: Creating real change, one step at a time

Matt De Graw transformed eBay’s back-office operations. He introduced structured processes, optimized data, and improved efficiency. His team delivered $7 million in savings, gained recognition, and became a key part of the business.

2025 Awards Case Study: Driving change through practical solutions

Margot Vanwynendaele helped Trainline transition to a new telephony system. She mapped processes, improved workforce management, and redesigned scheduling. Her work improved call handling, reduced wait times, and made customer service more efficient.

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