2021 National Conference

2023 Planning Awards: Steve Neale at Aviva

2023 Planning Awards: Steve Neale at Aviva is determined not to accept that just because something has been done one way, that is the only way. He is always looking for new methodology and improvements and always looking to continuously improve.
 

2023 Planning Awards: Rapha Nixon at Lifeplus

2023 Planning Awards: Rapha Nixon at Lifeplus has been making extensive efforts to connect to other areas of his organisation and seeking out areas of expertise and seeing how they can help him in his role and how he can support them toimprove deliverables.

2023 Partnership Awards: Three UK x Vizolution

2023 Partnership Awards: Three UK x Vizolution
An open and collaborative partnership was key to the success of this implementation. Advisors can display information on a customer’s device. This ability to  see exactly what the advisor is explaining adds clarity for the customer, reduces costs and supports advisors. Working together, with a flexible approach has allowed issues to be resolved, and significant benefits to be realised.

2023 Partnership Awards: Northern Rail x Hellion

2023 Partnership Awards: Northern Rail x Hellion
An especially integrated and successful partnership has delivered a step change in culture at Northern Rail, moving the focus from health and safety to customers, and establishing NPS as the key metric of success. Guided by Hellon, the focus was on what was important to their customers.

2023 Partnership Awards: Centrical x OVO Energy

2023 Partnership Awards: Centrical x OVO Energy
A cohesive and genuine partnership underpinned the introduction of an employee engagement platform which has delivered positive business benefits across a range of metrics. Everyone has data access that they can rely on, with one source of the truth. This enables advisors to self-serve and squad leads & coaches to understand coaching opportunities and areas for focus.

2023 Insight Awards: Megan Hutchens at L&Q

Megan Hutchens looked outside planning for solutions to a planning challenge at L&Q. High handle times meant that they were unable to answer calls within agreed service levels. Analysing the data identified opportunities to improve and effective coaching has improved efficiency, reduced costs and improved service levels.

2023 Insight Awards: Stuart Marr at RSA

Stuart Marr has played a key role in introducing Interaction analytics to RSA. Aligning to company values and putting equal emphasis on speech and text he has built an automated QA model. This allows the QA team to focus on coaching and improvement.

2023 Quality & Improvement Awards: Calibration is key to success at L&Q

2023 Quality & Improvement Awards: Calibration is key to success at L&Q
Continually reviewing the QA process, L&Q have seen improvements in engagement, understanding and purpose, and calibration has seen improved consistency. This  allows them to focus on what matters most.

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus

2023 Quality & Improvement Awards: Integrating planning and training at Lifeplus
A comprehensive skills audit is identifying skill and knowledge gaps. A clear development framework across the employee lifecycle is then ensuring everybody gets the training and skills for their roles and career progression.

2023 Quality & Improvement Awards: Making a Difference, makes a difference at Water Plus

2023 Quality & Improvement Awards: Making a Difference, makes a difference at Water Plus
Building on a successful quality program to ensure learning is available for all. The team are coaching and developing their people through their Making a Difference programme. This is delivering customer focussed improvement.

2023 Quality & Improvement Awards: Combining Traditional QA and Automation drives improvement at William Hill

2023 Quality & Improvement Awards: Combining Traditional QA and Automation drives improvement at William Hill
Automation of high-risk conversations enabled QAs to drive forward the right coaching discussions. This is supporting a culture of player safety. Compliance improved by 20%, freeing up time for QAs to drive forward the right coaching.

2023 Quality & Improvement Awards: Analysis drives improved Knowledge Management at Anglian Water

2023 Quality & Improvement Awards: Analysis drives improved Knowledge Management at Anglian Water
Deploying a new Knowledge database and integrating Power Apps has brought together Knowledge Management and virtual 121 support into a user friendly tool. This is driving demonstrable improvement on FCR and CSAT.

2023 Quality & Improvement Awards: Enabling people to be experts in their roles at Novuna

2023 Quality & Improvement Awards: Enabling people to be experts in their roles at Novuna
The senior team provide holistic support through a range of activities including coaching and 121 support. This is giving advisors the knowledge and confidence to deliver great customer service.

2023 Quality & Improvement Awards: Knowledge Management becomes a trusted partner at Capita Customer Experience

2023 Quality & Improvement Awards: Knowledge Management becomes a trusted partner at Capita Customer Experience
The team have proved the value of good knowledge management showing the correlation between usage and key measures. Increased Quality scores and CSAT ensures the knowledge team are now seen as experts in their field.

2023 Quality & Improvement Awards: Simplifying Knowledge Management at Utility Warehouse

2023 Quality & Improvement Awards: Simplifying Knowledge Management at Utility Warehouse
Reviewing content one topic at a time is revolutionising Knowledge Management. Users can now quickly find everything they need on a topic in a single page. Finding different ways of using existing tools is driving real improvement.

2023 Quality & Improvement Awards: Ongoing Learning and Development at Novuna

2023 Quality & Improvement Awards: Ongoing Learning and Development at Novuna
The team are providing learning & training throughout an employee’s tenure. Knowledge refresh packs are enabling group coaching and self-serve learning. They support agreed themes around business needs and common challenges.

2023 Quality & Improvement Awards: Suzanne Reay at Ocado

Suzanne Reay has reinvigorated the QA process at Ocado. Improving customer satisfaction through authentic conversations.

2023 Quality & Improvement Awards: Carrina Erdos at L&Q

Carrina Erdos has taken QA beyond the Contact Centre at L&Q. Developing processes for improvement with a commitment to customer service and delivery.

2023 Quality & Improvement Awards: Naomi Hines at Sovereign Housing

Naomi Hines brought in consistent checks across all channels at Sovereign Housing. Rebranding with a focus on excellent customer service has shown the value of Quality.

2023 Quality & Improvement Awards: Catherine Bell at Loop

Catherine Bell has driven a cultural change at Loop whilst changing the evaluation process. Giving greater insight enabling more impactful conversations and better decision making.

2023 Quality & Improvement Awards: Kulvinder Manak at Loop

Kulvinder Manak has developed and delivered an external qualification at Loop. She has upskilled the training team, developed masterclasses and improved the new starter journey.

2023 Quality & Improvement Awards: Kayleigh Phillips at Water Plus

A committed coach, Kayleigh Phillips has driven improved performance across her team at Water Plus. This engaging approach has given agents a renewed excitement in the Quality process.

2023 Quality & Improvement Awards: Matt Prince at Novuna

Matt Prince has revolutionised his operation at Novuna. He brought in Contact Centre Best Practice in Planning, Quality and Insight. His communication has driven forward an inspirational change.

2023 Quality & Improvement Awards: Eve Doherty at Ocado

Eve Doherty has brought together knowledge and communication to ensure collaboration and engagement. She has incorporated the VOC into the knowledge base at Ocado which drives focus on Customer Experience.

2023 Quality & Improvement Awards: Michael Driscoll at DVLA

Michael Driscoll has developed a knowledge base from scratch ensuring improved resolution. Committed to learning he has developed himself and utilised those new skills to the benefit of the DVLA.

Keynote: Strength in Numbers

Originally broadcast Monday 15th May 2023, 09:30

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.

Technology Showcase: Sabio

Originally broadcast Monday 15th May 2023, 12:30

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.

Technology Showcase: QStory

Originally broadcast Monday 15th May 2023, 13:15

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.  

Interactive Keynote: Does AI really have a place in Quality Assurance?

Originally broadcast Tuesday 16th May 2023, 15:15

Join Chris Rainsforth and Chris Mounce from EvaluAgent for a discussion on the ever increasing presence of AI and the place it has in Quality Assurance.

Keynote: The Value of Community

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.