Member Resources & Library

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Skills for shaping the future

Skills for shaping the future
The mark of a professional is that we become improvement champions and this fast-changing workplace is a huge opportunity for us to become expert learners too.
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership

Partner Article: How long does it take to set up a WFM system in 2022?

Partner Article: How long does it take to set up a WFM system in 2022?

A question that new injixo customers frequently ask us is “how quickly will I get up to speed?” That’s a great question!

Just like any other software application, WFM is a case of “no pain, no gain”. There’s no escaping the fact that WFM users must go through an onboarding period before they start to benefit from the system

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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Partner News

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Partner Article: Improve Contact Centre Operations with Robotic Process Automation
Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel

Community Learning Keynote

Community Learning Keynote
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel, 2022 NC Videos

Insight Keynote

Insight Keynote
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Categories: Library, Data, Analytics & Insight, 2022 NC Videos

How can data drive success?

How can data drive success?
Data-led decision making stands out in all the award categories this year. So what are the top lessons for us to learn?
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Categories: Library, Data, Analytics & Insight

Shaping the future: success with scenarios in a volatile and complex world

Shaping the future: success with scenarios in a volatile and complex world
How we deal with uncertainty and ambiguity is key to success or service. What worked yesterday won’t work tomorrow, but that doesn’t mean we need to treat each situation as a new problem. Paul Smedley explores what we can do to be ready, ‘whatever happens’.
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership

Hear your advisors: agent wellbeing and mental health

Hear your advisors: agent wellbeing and mental health
We love to talk about innovative technologies for customers, but not so much agent attrition and an advisor’s experience. James Hughes explores the big secret!
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership

Wellbeing: how to define your culture and operating heartbeat

Wellbeing: how to define your culture and operating heartbeat
Embedding a new operating model is complex and takes time, but unless you make a fresh start, you will never lose the bad habits and old working practices you wanted to leave behind.
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership

What is an effective skills development strategy?

What is an effective skills development strategy?
Upskilling is a key part of your workforce strategy, bringing together good planning, knowledge & performance with a culture that encourages development and retains talent.
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership

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