2020 National Conference On-Demand

Case Study 2018: Releasing the potential of planning at Barclays

See how a new end-to-end planning tool has delivered consistency, control and agility whilst freeing up time to transform the role of the planning analyst at Barclaycard.

2021 Insight Awards: David McGhee at PokerStars

2021 Innovation & Transformation Awards: NHS BSA

2021 Quality & Improvement Awards: Susan Drape & The AA Quality Team

2021 Partnership Awards: QStory x Domestic & General

The Domestic & General partnership with QStory on real time automation led to a step change in colleague empowerment, transformation in the real time planning team and a remarkable, rapid ROI. Like many of the partnership, this stands out as an easy and open working relationship that enables learning and evolves
the technology in an agile way. 

2021 Partnership Awards: AXA x Pega

AXA Insurance and Pegasystems pioneered the use of desktop analytics as workforce intelligence during lockdown. Using this data in entirely new ways, with practical dashboards, drove action and supported operations teams, who faced rising AHT and slow systems at home. Downtime dropped 70%, AHT by 10 seconds and colleague satisfaction rose by 13 points. 

Lesley Cooil, North Yorkshire County Council - Quality Individual 2022 Case Study

Lesley Cooil from North Yorkshire Council has reinvigorated calibration with each meeting having a clear focus to deliver improvement not just consistency.

Esther Blakelock, Northumbrian Water - Quality Individual 2022 Case Study

Esther Blakelock from Northumbrian Water has engaged closely with her operation to deliver a consistent and effective quality approach across different channels and business areas in just a few months.
 

Sarah Banks, Macmillan Cancer Support - Quality Individual 2022 Case Study

Sarah Banks from Macmillan Cancer Support has introduced an innovative peer to peer assessment process which is reducing rework and driving consistency in their back-office processes. 

Hayley Fritz, FIS - Learning Professional 2022 Case Study

Haley Fritz from FIS has created a culture of learning and knowledge sharing across a multinational company by setting up a biannual virtual conference where everyone can get involved. 

Sam Mapstone, Dwr Cymru Welsh Water - Quality Manager 2022 Case Study

Sam Mapstone from Welsh Water has introduced a new easy to understand quality framework with a focus on engagement, customer, and company. 
 

Robyn Bowyer-Smith, The People's Pension - Knowledge Management Individual 2022 Case study

Robyn Bowyer-Smith from People’s Pension has engaged closely with the end users and introduced a new knowledge management system that is already supporting her colleagues. 

Water Plus - Quality Team 2022 Case Study

Brand ambassadors build engagement with quality at Water Plus
The team have evolved their quality from ticking boxes for a simple outcome-based framework that is empowering people to engage, inspire and deliver. Five key contact milestones provide a framework for delivering the right customer outcomes, allowing advisors the freedom to be brand ambassadors in their own way.

The Very Group - Knowledge Management Team 2022 Case Study

Becoming a core, trusted source of knowledge for the business at The Very Group
In migrating to a new technology platform, the team have taken knowledge management to another level. Regular improvement keeps this information accurate, up-to-date, relevant, and easy to access. A clear link to outcomes enables effective coaching and brings new recruits up to speed quickly.

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.
 

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.
 

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.

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.

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.

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.

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.
 

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.

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.

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. 
 

Holly Smith, Macmillan Cancer Support - Insight Individual 2022 Case Study

Lauren Gee, Sainsbury's Bank - Insight Rising Star 2022 Case Study

At Sainsbury’s Bank, Lauren Gee is using speech analytics to identify vulnerable customers and ensure that they are getting the right level of support. New to the role she drew on the knowledge of the speech analytics network group and is now supporting other members on their journey.
 

Utility Warehouse & Sensée - Partnership Award Case Study 2022

Sensee’s expertise in best practice home working, and the rapid deployment of LiveDesk technology across 950 agents, meant that Utility Warehouse could bring agents into one virtual space, helping people thrive at home, and deliver great customer service.

NatWest & QStory - Partnership Awards Case Study 2022

Through this partnership NatWest has supported customers and colleagues in challenging times, and supported wellbeing. Key to the success is QStory’s open approach of actively responding to their customers’ needs and developing the product.
 

Dialect & Omnigage & SVL - Partnership Award Case Study 2022

This partnership is delivering innovation at pace for key Fintech clients who expect this, as they themselves bring their innovative products to market. The shared values and communication adopted by the three partners are key factors in this success.

Cazoo & Calabrio - Partnership Awards Case Study 2022

Key to success of the WFM implementation at Cazoo, was the support of Calabrio’s Customer Success Manager. Working as a one-person department for most of the deployment, this was a key enabler in helping to make decisions and embed change.