Exclusive access for NICE NUG only

As part of our Best Practice programme for Quality Management, The Forum & NICE are collaborating to offer NICE NUG members FREE access to on-demand material from The Forum. We also invite you to join our live networking events on Zoom, where members meet to share their latest work and discuss common challenges – book for each event via the links below.

Watch videos from our recent National Quality Conference and case studies from our 2020 Award winners

Quality & Improvement Keynote: Mark Billingham, COO at the Very Group
Npower case study: driving process improvement out of QA
William Hill case study: transforming customer experience though QA
Motability Operations case study: quality, coaching & knowledge management
Workshop Catchup: Skills that create Great Customer Conversations
Workshop Catchup: Measuring First Contact Resolution
Workshop Catchup: How to Get it Right First Time

Book to join our live virtual networking, where members meet to share their latest work and discuss common challenges.

Endnote: The 2025 Awards

Originally broadcast Thursday 4th July, 14:15

How you can gain recognition for your and your teams work through our Awards. Tips for entering.

Categories: Library, 2024 Summer Best Practice Showcase Videos

Partnership Perfection: Hear from our associate heroes

Originally broadcast Thursday 4th July, 13:15

Join our Associate Heroes as they share their key ingredients for the perfect partnership

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, 2024 Summer Best Practice Showcase Videos

Awards Winners: Planning Managers

Originally broadcast Thursday 4th July, 10:30

Managers of the Year; Alex Gold from OVO Energy and Steven Miller at Benenden Health share their stories.

Categories: Library, 2024 Summer Best Practice Showcase Videos

Award Winners: Quality Teams

Originally broadcast Thursday 4th July, 09:30

Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA.

Categories: Library, Operational Improvement, 2024 Summer Best Practice Showcase Videos

Award Winners: Quality Individuals

Originally broadcast Wednesday 3rd July, 14:15

Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn.

Categories: Library, Operational Improvement, 2024 Summer Best Practice Showcase Videos

Award Winners: Planning Analysts

Originally broadcast Wednesday 3rd July, 13:15

Learn from Analysts of the Year; Michelle Adshead at VitalityHealth and Kristie-Leigh Armstrong from BT Group and our Rising Stars; Lauren Laycock at NFU Mutual and Kirsty Ritchie of Wheatley Housing.

Categories: Library, Planning & Resourcing, 2024 Summer Best Practice Showcase Videos

Best Practice Partnerships: Hear from the judges

Originally broadcast Wednesday 3rd July, 10:30

In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process.

Innovation Winners: Bank of Ireland & TSB

Originally broadcast Wednesday 3rd July, 09:30

Hear from Best Practice in Branch Planning winners Bank of Ireland and the Planning Team of the Year, TSB.

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, 2024 Summer Best Practice Showcase Videos

Award Winners: Planning Teams

Originally broadcast on Tuesday 2nd July, 14:15

Learn how Real-Time Team of the Year, eBay reintroduced Real-Time globally. Hear from Lloyds Banking Group on how they achieved a Best Practice Shift Review.

Categories: Library, Planning & Resourcing, 2024 Summer Best Practice Showcase Videos

Award Winners: Insight Teams

Originally broadcast on Tuesday 2nd July, 13:15

Hear from Manager of the Year, Katie Harrison from NFU Mutual Agencies, Forecasting Analyst of the Year, Paul Cooper at The AA and our Rising Star, Mike Connor of Capita Regulated Services

Categories: 2024 Summer Best Practice Showcase Videos