At NiCE World London 2026, Anne Holmes from SVL joined Brian Queen and Kate Glew from NCFE to share the story behind our award-winning partnership.
The session explored how NCFE, SVL and NiCE worked together to simplify systems, improve visibility, support frontline teams and build a stronger foundation for the future.
More than a conversation about technology, it was a reminder that successful transformation depends on clear outcomes, open conversations and a partnership built on trust.
Supporting learners when it matters most
Founded in 1848, NCFE has been supporting education for generations. As an educational charity and awarding organisation, its work reaches learners, educators, training providers and employers across the UK and beyond.
In education, customer support comes with real pressure. A timely answer can help a learner move forward, support a provider preparing for assessment, or give a tutor the clarity they need.
After working with SVL on workforce management, NCFE partnered with us again for a wider transformation with NiCE. This existing relationship created a strong starting point, but the next stage required a broader look at how the contact centre was operating.
From complexity to clarity
Before the transformation, NCFE’s teams were working with disconnected systems that relied on manual workarounds. Advisors were doing everything they could to deliver great service, but the tools around them were making that harder.
Kate shared that team leaders were often pulled into admin-heavy work, leaving less time to coach and support their people. The pressure around knowledge management was clear too. As Kate explained, “We were relying on a 700-page OneNote, and the stress of something going wrong with that was huge.”
Listening before solving
Rather than starting with the technology, SVL worked closely with NCFE to understand the real pain points through time spent on site and open conversations with the people who would be using the platform every day.
As Anne explained, “It was never about going in and selling a solution. It was about listening first, understanding what NCFE needed, and then shaping the right approach together.”
That approach shaped a phased, modular rollout of NiCE CXone, balancing flexibility with cost and value as a charity.
Delivering measurable impact
Since implementing NiCE CXone with SVL’s support, NCFE has increased voice service levels by 10%, reduced average speed of answer by 33 seconds, improved chat service levels by 17%, increased email service levels by 18%, and reduced email average speed of answer by nearly 80%.
The team has also saved more than 80 hours a year by reducing recurring system outages and consolidated six to seven legacy systems into a single, more responsive platform.
As Brian explained, “We’ve been able to grow without adding headcount, while still improving the support we give to customers.”
Technology has also helped enable cultural change. With clearer insight and more consistent processes, team leaders can recognise great performance, identify where support is needed and create a stronger experience for colleagues and customers.
Making life easier for frontline teams
Kate was clear about the importance of supporting frontline teams. As she put it, “The frontline advisor role is the hardest job in the contact centre.”
The new technology has helped make that role easier. Onboarding and upskilling have improved, with teams able to access better knowledge as they learn.
NCFE also uses NiCE Expert, known internally as CHASE, as a central knowledge hub. Pages within CHASE are now receiving thousands of views, showing how valuable it has become for advisors.
Lessons from the journey
Throughout the session, Brian, Kate and Anne shared practical lessons for any organisation planning a similar transformation.
For Brian, every conversation should stay tied to outcomes. “It always has to come back to what you’re trying to achieve,” he shared. “It’s not just about the technology, it’s about the outcome for your people and your customers.”
He also highlighted the value of learning from others. Through SVL, NCFE was introduced to a wider network of customers using CXone, creating opportunities to share ideas and learn from other businesses.
Kate pointed to customer and colleague satisfaction as a key measure of success. “When your colleagues feel supported, your customers feel that too,” she explained. “That’s what helps you stand apart.”
Anne’s advice focused on the value of simplification, explaining that, “Simplifying isn’t always easy, but it’s where the value is. You need honest conversations, a willingness to challenge old processes, and a partner who is with you from the start.”
That spirit of partnership has been central to the project from day one. At The Forum Awards 2026, SVL and NCFE received the Partnership Award, with the relationship described as the “love story of the year”.
Planning for the future
NCFE and SVL are already looking at the next phase.
Future priorities include moving from standard licences to Interaction Analytics Advanced, QM Advanced and WFM Advanced, allowing NCFE to unlock additional functionality across reporting, quality management and workforce planning.
The team is also exploring Copilot to help surface knowledge from CHASE, supporting advisors with faster access to the information they need.
CRM implementation and integration are also part of the roadmap, helping NCFE continue to improve visibility and create a more joined-up customer and colleague experience.
As the partnership continues, the focus remains the same: using technology in ways that genuinely support people.
