Forum Heroes

Our Heroes are outstanding customer professionals, with exceptional personal contribution in developing professionalism and best practice.


Partner Article: New survey paints positive picture of Employee Engagement during lockdown

Homeworking is here to stay say top UK contact centres

Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home.  

Partner Article: How to Use AI and Analytics to Adapt and Innovate

Are you struggling with bad data in your CRM? Have you tapped into the wealth of information your contact centre interactions data holds?

Partner Article: Access in the Palm of Your Hand with Aspect Workforce Mobile with the Infographic

The ubiquity of smartphones has changed the way we live our lives. In this mobile world, we’re used to conducting much of our lives and business from the palms of our hands through apps. Contact centre agents are no different, so shouldn’t they be able to use an app to manage their work schedules? 

Partner Article: State of the Contact Centre 2021: Cloud is here. What's next?

We all know that the pandemic has accelerated digital transformation and that contact centres have followed suit, with 3 or 4 now using full or partial cloud solutions. Calabrio’s original research, State of the Contact Centre 2021, is based on a survey of 273 contact centre managers in 3 major global markets and in a variety of industries. 

Partner Article: Making the move to cloud in contact centres: 3 key questions to ask

As organisations look to future-proof customer experience they are reviewing their contact centre strategies with many turning to cloud-based technology for all-round agility. Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach.

Partner News: EBI.AI launches Community AI with cost-effective AI assistants for local councils

Coventry City Council is first to join the exclusive network for local councils overwhelmed with calls about bins, Council Tax and Covid

Partner Article: Recovery Accelerator Kit at Calabrio

Insights & Tools You Can Use to Increase Your Pandemic Escape Velocity Insights.

Partner News: Using automated analytics to identify contact centre issues and solutions in turbulent times

New Calabrio ebook provides practical advice and strategies from 3 award-winning organisations

Partner Article: Aspect Workforce Optimization

Aspect Workforce Optimization v21 is the most advanced enterprise cloud solution for the mobile workforce—making it easy to manage, schedule and motivate agents working from anywhere.
 

Partner Article: Overcoming Inertia

Moving to your Contact Centre to the cloud is easier and more critical than ever!

Partner News: Sensée named Small/Medium Outsourced Contact Centre of the Year at the 2020 Contact Centre Network Northern Ireland Awards

Sensée named Small/Medium Outsourced Contact Centre of the Year at the 2020 Contact Centre Network Northern Ireland Awards

Partner Article: AI – Enabled Contact Centre Analytics for Dummies

How much do you really know about AI-powered analytics? Have you really tapped into your Contact Centre Interactions, and the wealth of information they hold?

Partner Article: Watch On-Demand! Webinar - Enabling Flexible Working Practices

As organisations change their “Target Operating Models” post Covid, many are looking to challenge their current scheduling methodology (and advisor contracts) as they integrate some form of homeworking strategy into their business. 

Watch on-demand David Vernon’s presentation from The Forum’s National Conference - Enabling Flexible Working Practices.

Turn Customers into Fans with help from a CX Rockstar

The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times.

Partner Article: Sensée announces 200 new UK work-at-home contact centre jobs

Homeworking specialist Sensée is recruiting immediately for 200 new work-from-home roles.  

Partner Article: Remote Workforce Management – from survive to thrive in 3 easy steps

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. 

Partner Article: Is collecting debt in large volumes on the horizon?

Is collecting debt in large volumes on the horizon?  Aspect is a leader in the outbound dialer market with contact capabilities that power automated, compliant campaigns, that help you send the right message at the right time – which helps improve collection activities.  

Partner Article: Wave Goodbye to 2020: What’s in store for 2021?

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021.  

Partner Article: Look forward not back: 4 ways to future-proof your contact centre

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”. 

Partner Article: Calabrio Unveils New Platform for a New Era of Workforce and Customer Engagement

First-ever virtual Calabrio customer conference showcases cloud-based WEM platform designed for the modern, agile contact centre

Partner News: How to Calculate Contact Centre Spin

Read how Call Centre Helper investigate the mysterious metric of contact centre spin and explain why it can be such a headache for contact centre planners.

Why it pays to add AI to the shopping list

When it comes to sustainability, consumers are clamouring for change and driving the corporate agenda. Henry Jinman of EBI.AI shows 3 ways ethical retailers are using the power of Artificial Intelligence to create a sustainable shopper experience. 

Partner News: Aspect Announces General Availability of Aspect Via® 20, Its World-Class Enterprise Cloud Contact Center Solution

The only fully-featured enterprise cloud contact center solution designed to meet the demands of large enterprises.

The State of Quality Monitoring 2017

Business Systems with the co-operation of The Forum have launched their annual survey on Quality Monitoring
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
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Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2020
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Annual conferences dedicated to the needs of their communities.

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