2016 Innovation & Transformation Awards: FACT: operating principles for an efficient public service at Ingeus
See how value-based principles transformed the operation, saved £1.5m via automation and created the capacity to have life-changing conversations, supporting clients into sustainable work.
Case Study 2017: Easy, personal and solved: a digital journey at Shop Direct
See how analytics, insight and agile methodologies have helped Shop Direct treble digital-assisted contact, so that half of all customers now self-serve and inbound calls shrunk 7%.
2021 Innovation & Transformation Awards: Click Mechanic
At Click Mechanic for instance, highly commended by judges, they aim to bring transparency, trust, and convenience to car repairs, identifying a clear gap in the market. This is made possible by an operating model that’s truly joined up, creating a seamless journey that removes effort for both mechanics and customers. Another key ingredient of success is an innovative quote engine, in a simple-to-use app, that brings together data from a variety of sources and uses machine learning to generate simple, fixed-price quotes.
2023 Insight Awards: Automation delivers a step change in customer service at Water Plus
2023 Insight Awards: Automation delivers a step change in customer service at Water Plus
Using robots, the team are simplifying processes for their advisors and their customers. Automating time consuming processes is removing the risk of human error and freeing up time to focus on the customer. This has helped to improve efficiency, reduce complaints and increase customer satisfaction.
2023 Insight Awards: Lauren Magee at North Yorkshire County Council
Lauren Magee has used data to tell stories and bring together colleagues at North Yorkshire County Council to work towards a common goal. Regular collaboration sessions pulled together different skills, knowledge and ideas, to develop a self-service portal and chatbots, driving a channel shift for their customers.
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.
Webinar: Challenges encountered running a remote/hybrid workforce in partnership with Calabrio
Join Scott Budding at Calabrio, Kim Baker at L&Q, Leighann Radley at Trainline and Phil Anderson at The Forum for a lively, interactive discussion on;
- Top challenges with planning this year and expectations for 2024.
- Has remote working caused a drop in productivity?
- Thoughtful approaches to managing and accepting attrition.
- Future possibilities with AI – what role does it play in planning and forecasting?
Webinar: Ditch the spreadsheets: modernise your front- and back-office planning in partnership with Anaplan
Increasing channel complexity, staffing shortages, growing cost pressure, and the rapid rise of AI are pushing front- and back-office operations – especially contact centres – to their limits. Yet, 80% of contact centres still rely on spreadsheets to manage all or part of their workforce capacity planning.
Join us for this webinar to find out how to transform decades-old processes and discover how peer organisations are transforming their front- and back-office workforce planning to:
- Overcome channel complexity and manual processes to enhance efficiency and the customer experience
- Improve forecast accuracy and minimise over- and understaffing
- Boost collaboration with finance and HR to ensure your workforce plans align with your strategic goals and business demands
2025 Innovation of the Year - Brightwell Pensions
Hear from the overall Innovation Award winner
Brightwell Pensions.
Focus on the Customer
Hear Margot Vanwynendaele share the award-winning story from
Trainline on how a new telephony system allows teams to focus on the customer.