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OVO mixed AI, automation, and human support to make planning and service slicker. Teams have more time to do meaningful work, and customers get faster answers. It’s a smarter, simpler way to keep things moving.
Categories: Library, Awards Case Studies
Openreach brought customer and operations teams together under one roof. That shift—from blame to teamwork—cut delays, boosted service, and got everyone focused on fixing problems fast. The big win? Customers noticed the difference.
The team grew fast, but development didn’t keep up. So NHSBSA built a simple framework—Do, Think, Achieve. It gave staff structure, time to grow, and space to thrive. Now, internal talent is rising, and planning is stronger than ever.
Info was everywhere — old, scattered, or just missing. So the team built a one-stop space that is clear, up to date, and easy to use. Staff trust the info again, and customers get better answers first time.
Planning was difficult. Forecasts didn’t match the real workload. So they simplified, introduced smarter tools, and brought everyone along for the ride. Now, service is quicker, people feel supported, and planning finally works for everyone—not just the system.
NCFE’s support team was struggling—low morale, unclear direction, and poor systems. Instead of rushing fixes, they listened and made steady, meaningful changes. A new culture, better tools, and a focus on people turned things around fast.
WFM at Monzo was spreadsheet chaos. They cleaned it up with better data, clever automation, and small steady steps. Now, forecasting is sharper, scheduling is smoother, and the team has become a key player in strategy.
Forecasting at eBay was all over the place. Different countries, different models. So they built one global approach—simpler, faster, and easier to share. Now, teams save time, help each other out, and plan better across the board with improved consistency.
This team didn’t go for a big overhaul. They focused on everyday stuff — team shadowing, clearer leadership, and small changes that added up. The result? Stronger culture, better teamwork, and big wins for customers and staff alike.
Old systems made life harder—for staff and customers. British Gas Homecare rolled out new tools to forecast better, plan smarter, and cut admin. Engineers now focus on fixing, not paperwork—and customers get help when they need it most.