2022 Community Conference

Northumbrian Water - Planning Team 2022 Case Study

Back-to-basics is the key to success at Northumbrian Water
A back-to-basics plan and engagement with operations meant a new identity for the Planning Team at Northumbrian Water. New targets have been agreed and a one stop shop has been created for MI where operations can self-serve. Daily huddles and a new strategic plan mean greater engagement and understanding.

Novuna - Planning Team 2022 Case Study

Putting people first and engaging stakeholders at Novuna
This is a team who always grab opportunities to improve the service they are providing. They want to ensure they are providing what is needed. They have built trust in the operation by engaging at all levels and have put people first by treating everyone as individuals to find out what works best for them. (Previously known as Hitachi Capital)

Jennifer Askey, Slater & Gordon - Rising Star 2022 Case Study

Jennifer Askey at Slater & Gordon used her time as an advisor to understand what advisors need. 
 

RSA - Telephony Planning Team 2022 Case Study

Collaboration & flexibility are everything in telephone systems planning at RSA
This telephony systems team are fully integrated within Planning, working together to bring great results quickly. Everyone in the team is approachable to discuss what could happen in different scenarios, and they work with planning to implement new platforms and to train operations how to use them.

Graeme Ryan, RSA Motability - Rising Star 2022 Case Study

Graeme Ryan at RSA Motability used his network and worked closely with stakeholders to put a playbook in place.

Severn Trent Water - Planning Team 2022 Case Study

Planning transformation across the business at Severn Trent Water
A transformation in planning, involved reskilling and restructuring the entire team, into one central location. The team have rapidly gained trust, at all levels, with step changes in the service provided, massive cost efficiencies and an impressive capacity for data and analytics that is enabling data-led decisions and one version of the truth.

Laura Roberts, RSA Motability - Planning Manager 2022 Case Study

Laura Roberts at RSA Motability built a new capacity model that gained the trust of the board and new recruitment was signed off, building the trust of the board. 

Claire Gallagher, BT-EE Plusnet - Planning Analyst 2022 Case Study

Claire Gallagher at BT-EE-Plusnet used bots to take mundane and lengthy tasks from planners and allow more time for personal development. 

Helen Kemp, BT EE Plusnet - Planning Manager 2022 Case Study

Helen Kemp at BT-EE-Plusnet believes in allowing her people to focus on their strength to bring new ideas and to fail fast and learn fast. 

Ciaran Reynolds, RSA - Planning Analyst 2022 Case Study

Ciaran Reynolds at RSA is an ideas person, happy to try left-field ideas and brings stakeholders on the journey. 

Jenny Hayes, RSA - Planning Manager 2022 Case Study

Jenny Hayes at RSA lets her people follow passions and leads from the front, unafraid to get stuck in. 

Jack Childs, Novuna - Rising Star 2022 Case Study

Jack Childs at Novuna has worked on his own learning, improved processes, and relationships with stakeholders.

Wayne Mitchell, BT EE Plusnet - Planning Manager 2022 Case Study

Wayne Mitchell at BT-EE-Plusnet has worked on giving his team opportunities to learn and believes in leading by example. 

Julie Jowlett, Loop - Planning Rising Star 2022 Case Study

Julie Jowlett at Loop introduced freedom breaks and improved holiday processes to improve morale.

Cameron Croxson, L&Q - Planning Manager 2022 Case Study

Cameron Croxson at L&Q is a central figure in the business respected for the support he gives, willing to develop others and himself.

Karen Christmas, Eurostar - Planning Rising Star 2022 Case Study

Karen Christmas at Eurostar built a plan to manage furlough and is now working with staff returning to work.

Liquorice Consistents – Does somebody at Bassetts not like me?

At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.

Partner Article: Revolutionising CX with Next Generation Cloud Technology

Following the pandemic, the definition of customer experience has been redefined. They expect outstanding service using the channels they prefer (voice, video, text, chat, etc.), with agents who are knowledgeable and empowered to problem-solve quickly. At the same time, work-from-anywhere trends have created new opportunities and challenges in delivering exceptional customer experience.  

Questions to consider for annual leave

As the world reboots after the firm reset of the Pandemic, we have the opportunity to revisit, redefine and reshape how we have done things. 2020 was a strange year, especially for annual leave, as lockdown restrictions changed how we used annual leave and the Government stating leave can be carried over, firmly “kicking the can” down the road, to give us a problem for another day (or year).

Alvaria Accelerate ‘22 Virtual Experience

Accelerate ‘22 is the fastest way to access Alvaria resources including updates on the product roadmap, executive perspective thought leadership sessions, tips and tricks, success stories, use cases, company announcements and more.  

Partner Article: The Forum - Optimising Healthcare Contact Centre Operations - 4 Ways

In today's day and age, a negative customer experience can make or break an organisation's reputation. Delivering a good customer experience is now pivotal to how customers perceive a brand, and this is only intensified when operating within the healthcare space. 

Partner Article: Electric car subscription service Onto partners with Business Systems to transform the customer experience

The partnership will improve agent engagement and provide an effortless service for outstanding customer experience.

The Inner Circle Guide to Cloud-Based Contact Centre Solutions

Detailed Answers to Common Cloud Questions from Leading Solution Providers

Partner Article: OVO Energy Aims To Boost Team Engagement and Career Development with Centrical

Centrical is pleased to announce that OVO Energy, the UK’s third largest energy supplier, has chosen Centrical to support team engagement, and to deliver personalised learning and development pathways across their customer care operations. 

Webinar: The Power of Mindset from Rising Vibe

Changing mindset isn't as straight forward as simply telling someone to 'change your mindset', however with some consistent focus and increased self-awareness around our thoughts and feelings, it doesn't have to be as difficult as we might think. 
 

Partner Article: eGain named a Representative Vendor in the 2022 Gartner® Market Guide for Customer Service Knowledge Management Systems

Sunnyvale, CA (October 3, 2022): eGain Corporation (NASDAQ: EGAN), the leading knowledge management platform provider for customer engagement automation, today announced that it has been named in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems. 

Partner Article: What contact centre agents are looking for in employers David Marshall, Regional EMEA Lead at Intradiem

Filling contact centre roles used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case. 

Opening Keynote

Originally broadcast Monday 14th November 2022, 09:30

Hear from Chris & Phil as they discuss the benefits of being prepared.

QStory Technology Showcase

Originally broadcast Monday 14th November 2022, 10:30

Hear from Gold Sponsors QStory as they showcase examples of how NatWest and Anglian Water are using Intraday Automation to transform the experience for agents, team leaders and planners. 

Calabrio Technology Showcase

Originally broadcast Monday 14th November 2022, 12:30

Are your agents empowered to be Brand Guardians? Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.