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ACCA’s Training team went from quiet and traditional to bold and digital. They built fun, engaging content in-house, saved loads of money, and made learning something people actually want to do. Big impact, small team.
Categories: Library, Awards Case Studies
Categories: Best Practice Guides
Categories: Partner News
Originally broadcast Friday 28th March 2025 at 13:30
Closing the week with practical tips on how to use learning to drive action and raise standards.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2025 Spring CSP Virtual
Originally broadcast Friday 28th March at 09:30
Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, 2025 Spring CSP Virtual
Originally broadcast Wednesday 26th March 2025 at 14:30
One of the biggest challenges with data is accessibility and governance to ensure the right people use the right data. Hear from NHS Business Services Authority and Anglian Water on their data governance journey, bringing to life the challenge and opportunity of Data Governance.
Categories: Library, Data, Analytics & Insight, 2025 Spring CSP Virtual
Originally broadcast Wednesday 26th March at 12:30
Moving from AI Experiments to AI Success in the Contact Centre and Beyond Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Digital & Omni-Channel, 2025 Spring CSP Virtual
Originally broadcast Tuesday 25th March 2025 at 13:30
Fix it or Face it: Contact Centre Complaints Complaints are an unavoidable reality; we can address issues to reduce problems and understand root cause, but we need to excel in managing the inevitable complaints that will arise.
Categories: Library, Operational Improvement, 2025 Spring CSP Virtual
WFM Augmentation AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE demonstrates how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Digital & Omni-Channel, 2025 Spring CSP Virtual