2021 National Conference

Tambla and Leeds Bradford Airport

Collaboration and joint ownership of the plan has been key to the success of the implementation of a WFM solution, tailored to the aviation industry. This has supported LBA’s passenger growth and service delivery expectations and enabled a consolidation and centralisation of their planning and forecasting functions. There is now a clear view of workload and staffing levels, this has enabled data-led decision making to improve operational performance, queues in security have been reduced and SLAs with airlines are being met, all helping the airport to bounce back post pandemic.

Verint & Vitality Health

This collaborative and professional partnership has revolutionised back office operations and enhanced customer experiences at Vitality Health. The deployment of Verint Operational Manager has given visibility, streamlined processes, improved data analytics, and facilitated better demand planning. The outcome was not only a substantial increase in operational efficiency but also a significant reduction in customer complaint resolution times, reduced from two months to 72 hours. A strong sense of professionalism and a governance framework has been key to delivering and demonstrating the success of this implementation.
 

Shaping the Future

Learning from across the industry helps us to know the fundamentals and brilliant basics, recognise good to best practice and showcase excellence and pioneering new ways. This collaborative way of working helps us to understand all types of challenges, from enduring problems, current and emerging trends to unique and outlying issues and priorities. This isn’t about industry averages and validating old ways of thinking. This is about stretching our thinking, learning and doing something differently.

The power of effective communication

Why do some people, teams and organisations continually struggle with communication? Yet, many global organisations excel in cross-functional collaboration and engagement?