Member Resources & Library

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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.

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

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. 

Community Learning Keynote

Opening Keynote

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’.

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!

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.

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.

Measures vs Targets: How to focus on what matters most

The true success of any metric lies in the behaviour that it drives, so choose wisely what you report or target, and build a strong foundation of diagnostic measures first. This is how you focus.

Great performance doesn’t happen by chance. A performance playbook will help people see the difference they can make. So, define what it means to be at different levels on any measure, why this matters, and what action is needed.

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