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

Verint Technology Showcase

Verint Technology Showcase
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Learning & Development, 2022 NC Videos

NICE Technology Showcase

NICE Technology Showcase
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Categories: Library, Planning & Resourcing, 2022 NC Videos

QStory Technology Showcase

QStory Technology Showcase
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Categories: Library, Planning & Resourcing, 2022 NC Videos

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

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