Utility Warehouse, a leading UK multi-service provider of energy, telecom, and insurance, embarked on a transformative journey to overhaul its operations. Spearheaded by their Operational Change department, the initiative saw the evolution of their Albert Evolve knowledge platform and the introduction of the Live Interactive Support Agent (LISA). Aimed at enhancing customer service efficiency, this transformation included rebranding, content optimisation, and extensive employee training, resulting in significant time and cost savings, improved platform engagement, and positive feedback from staff.

The AA significantly improved its service by implementing end-to-end outcomes testing. This approach not only deepened understanding of the customer journey but also heightened regulatory compliance and operational efficiency. Key to success was engaging stakeholders early, fostering collaboration, and driving procedural changes that benefitted both customers and the business. This shift not only enhanced customer experience but also transformed the quality assurance team’s role, promoting a culture of constructive feedback and continuous improvement.

Firstsource’s WFM Academy addresses the urgent need for upskilling and reskilling in a tech-evolving corporate world. Through bespoke, technologydriven learning programmes, it aims to bridge the global skill gap, enhancing workforce capabilities. This initiative has successfully uplifted employee skill levels by 16%, demonstrating its effectiveness in aligning with business strategies and fostering a culture of continuous learning. The Academy sets a benchmark in corporate learning, ensuring organisational adaptability and long-term success.

The ACCA Quality Team have transformed quality for their teams both domestically and internationally. By adopting a nuanced grading system and decentralised management, they tackled operational and cultural differences head-on. They not only harnessed technology for enhanced data analysis but also improved operational efficiency and integration across geographical locations. The outcome was a marked improvement in customer experience, demonstrating adaptability and innovation in educational quality assurance amidst modern challenges, with a strong emphasis on teamwork.

Michelle led a pioneering project, promoting work-life balance by empowering employees to choose their shifts. Positive feedback ensued, prompting the implementation of a shift swap feature for enhanced efficiency. Work-life balance scores provided valuable insights, demonstrating the organisation’s commitment to employee well-being. Michelle’s adaptability and vision earned widespread acclaim.