Harnessing AI and automation for your customer journeys can do wonders. But how? Join us as we cover how you can fully harvest the ROI of technology: delivering better service and improving your operational efficiency. 18th February 2021 12.00.

According to Business Insider, everyone’s ‘freaking out’ about AI stealing jobs, while – according to new research – 46% of UK respondents actually still have no idea what AI is all about.

Harnessing AI and automation for your customer journeys can do wonders, offering a customer facing service 24/7, helping agents deliver a better service and improving operational efficiency. But in order to fully harvest the ROI of technology, companies must take the right approach, following a few simple steps.
Join Phil Anderson, Director at The Forum and Stu Dorman from Sabio as we highlight opportunities for automation and AI along the entire customer service journey. We will discuss the common pitfalls to avoid and some practical steps to identify their right place and role.

Understanding our customer. Historical seasonality and demand profiles have changed making forecasting harder than ever. How can we identify short-term changes to long-term trends? 
 - Understand the current top challenges from across the industry.
 - Hear how different organisations are approaching these with new and innovating ideas.

In these uncertain times, employee engagement is crucial. Hiring is becoming difficult and the cost of turnover is growing. How are contact centre leaders dealing with engaging their workforce? Chris Rainsforth and Ian Chappell will discuss the Centrical report “The Reality of Contact Centre Employee Performance” (based on the responses of 241 contact centre leaders).
 
To grow employee engagement, 64.7% of respondents plan to increase compensation and benefits, with scheduling flexibility (54.8%) and improving manager communications (56.4%) identified as key focus areas.
 
Uncover insights and advice on what industry leaders plan to do to ensure their employees are engaged and performing well:
 - Tracking and improving employee engagement
 - Key focus areas to enhance the employee experience
 - Top worker management priorities in the contact centre
 

On the 31^st January The Forum will be launching our 2023 best practice programme, which includes: virtual networking, learning from our award finalists, our customer strategy & planning conference, along with the community connection conference later in the year.

For those who follow The Forum, you will know that each year we reframe our thinking with an annual theme.

This year’s theme is designed to frame our thinking around the importance of numbers, people and relationships. When these come together, we are energised to drive action, bring the best out on each other and have the courage to innovate and improve. We are only as strong as the weakest link, fortunately almost 25-years of raising standards means our collective strength and health has never been better.

Join us for another year of improving, growing as a person and professional feel the value of the community.

The Forum is always looking for new and inspirational examples of organisations, teams and people raising standards and this year’s awards again demonstrated best-in-class examples of organisation innovation & transformation. This webinar will help you to learn more about the awards programme, including how to access the 68-short-listed finalists stories and hearing from the judges who supported the programme. As a learning organisation our responsibility is to make learning easy for you, and these award case studies provide practical ideas and solutions alongside their inspiring stories.
 
The 2024 Awards submission is open now, so why not get involved? Hear from this years participants on what it is like to be a finalist and what is involved in the process, alongside hearing what its like to be a judge.