Sensée Awards Case Study 2013: Homeworking environment raises the bar on performance
Discover how the highly-developed virtual environment at Sensée has driven productivity; typically 20%-30% better than in-house operations, and improved quality of service; HomeAgents outperform clients on all behavioural quality scores by an average of 16%.
Aviva 2014 Case Study - Continual learning: people build success
See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.
LV= 2014 Case Study - Planning to be Britain’s best loved insurer
Discover how LV=’s transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.
Santander 2014 Case Study: Easy & immediate: making calls visual
See how Santander use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.
Worldpay 2014 Case Study: SHINE lifts engagement, quality & customer focus
Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.
2015 Innovation & Transformation Awards: Transforming planning and sharing best practice at Ageas
See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.
2015 Innovation & Transformation Awards: Delivering the end to end customer experience at British Gas Services
Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%.
2015 Innovation & Transformation Awards: Risk & compliance: see how confidence sets people free at Direct Line Group
A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes & grown the business, with 50% more tests at 40% less cost.
2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz
How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.
2015 Innovation & Transformation Awards: Engagement: driving a customer culture at LV=
How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.