Member Resources & Library

Enjoy a trusted place where you can easily find solutions, explore the full Forum archive


Making Data Accessible and Engaging at NewDay

Published on 27 April 2019

Making Data Accessible and Engaging at NewDay

Read the full case study.

The new, automated scorecard is driving self-accountability for performance and supporting a cultural shift to best practice sharing at NewDay. It’s easy to access, less complex and makes performance very visible. As a result, front line associates review their own performance, support colleagues and challenge themselves. This raises the bar on aspirations, working alongside a career development programme called Aspire. Crucially, the small MI Team frees up time with automation. This is used for engagement with stakeholders, establishing credibility and trust in the data they provide. A collaborative approach has led to the team being seen as part of the operation, offering guidance beyond just building reports – adding value and becoming a trusted partner.

Key results

  • Scorecard Usage up 50%
  • Highest ever NPS in October
  • NPS up from 63 to 65 in H2 2018
  • ASAT up from 9.0 to 9.2 (3% increase) in H2 2018
  • AHT is 30 seconds lower
  • 92% say: I am clear about what I’m expected to achieve in my job

First Published in the 2019 Best Practice Guide

Comments (0)Number of views (309)
Print
About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2020
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

Copyright © 2021 - All Rights Reserved - theforum.social