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 Best Practice Showcase: Summer Tour Launch: 20 Transformational Innovations Changing the Future of Work
Join us for an inspiring and insightful webinar celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.
2025 Best Practice Showcase: Partnership Principles
The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover a wide range of areas including, chatbots, robot workers, employee engagement platforms and technology stack transformations.
2025 Best Practice Showcase: Rising Stars
In this final session of the 2025 Virtual Best Practice Showcase, we’ll be discussing this year’s Rising Stars – talented professionals who’ve turned being new into a superpower.
Through these stories we’ll explore how curiosity, rapid learning, and fresh perspective can drive innovation, challenge the status quo, and spark lasting change. From automating processes to reshaping reporting and improving onboarding, these Rising Stars show that bold questions and small actions can create big impact.
This session is a celebration of what happens when new voices lead the way.
Webinar: How Automation and AI Empowers Customer Experience at ALZA with CallMiner
Discover how ALZA - the largest e commerce company in the Czech Republic, Slovakia, and Hungary - uses CallMiner’s OmniAgent to automate customer interactions and improve customer experience. In this session, Lenka Bartizalová will share real examples of how automation and AI help ALZA respond faster, reduce workload for agents, and deliver better service for millions of customers.
This session you will :
- Gain insights into measurable CX improvements, such as faster resolution, higher customer satisfaction, and reduced operational bottlenecks
- Understand how intelligent automation frees agents to focus on delivering better, more personalised experiences
- Discover practical strategies for using automation and AI to scale customer experience to meet growing demands
Sabio's Vendor Spotlight Series - Transform Workforce Planning with Amazon FCS
Join
Sabio for a concise, insight-packed webinar on how
Amazon Connect Forecasting, Capacity & Scheduling (FCS) is transforming contact-centre planning. Built on Amazon Web Services, FCS uses AI-driven forecasting, intelligent scheduling, and real-time intraday management to help organisations plan with confidence, adapt faster, and improve both service and employee experience.