Discover the impact of COVID-19 on your business culture and how to enable small shifts to tackle implications on employee mental health. Gain insight into social pain and how COVID-19 is exacerbating this. 

The World Health Organisation have issued advice and guidance on Mental Health Considerations during the COVID-19 Outbreak.

Rising Vibe understand the impact on both employees and leaders at this difficult time. Whether employees are feeling fear around catching the virus or economic implications on their life, or leaders are experiencing stress and anxiety around managing a business or keeping an SME afloat during this time, we are all experiencing some low vibe emotions in this current climate of uncertainty. 

Listen in and find out how you can learn from this and make changes in your business.

Each time round the WFM cycle, high-performing planners analyse and report on what went right and what went wrong. The goal is that with each iteration, the forecast becomes more accurate, the staffing requirement includes the right shrinkage, the schedule efficiency is higher, the agent adherence is better, and so on. Continuous improvement is the name of the game.

Just as with every other part of the WFM cycle, there’s a right way and a wrong way to go about reporting & analysis. What’s more, since late 2019 we’ve all been bombarded with numbers and charts in the daily news. Now everybody thinks they are statisticians. Join Ian Robertson of The Forum and Simon Waldron of InVision as they reveal some hot tips that work in 2021 and beyond. If you want to take your reporting & analysis to the next level, this webinar is a must-attend.

In this webinar, you will learn:
 - The most important KPIs
 - How to choose the right level of detail
 - The dos and don’ts of data visualization
 - About telling a story with your data
 - How to use your data to drive change
 

The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.

In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts. As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.

Rethinking Operations – why NOW is the time to build on your foundations

All customer operations have had to deal with significant challenges in 2020. Whilst as an industry we have responded well to the global situation, many organisations are still making do with inefficient processes, gaps in data and the disruptive consequences for people management.

This will become unsustainable as we move forward into 2021. Join this webinar to discuss and discover:

 - How becoming more proactive now can help create flexibility and success in the future
 - The real, key lessons from 2020 and how can we use this learning to build momentum for 2021 and beyond
 - What new skills are needed to ensure operational management practices engage our employees and empower our leaders

This must attend webinar, will cover best practices across the industry - as well as what to avoid.
 

During challenging times, it is very easy to feel the pressure to ‘make other people feel better’. Unfortunately for all of us we can only control what we feel, not how anyone else feels. 

During this webinar we will explore how to challenge and support your team to:
 - Take responsibility to get their own needs met by raising awareness 
 - Take action to get their needs met to enable self-motivation 
 - Recognise how their needs impact their resilience levels 

Join us for this exciting session featuring Lou Banks, Director and Founder of Rising Vibe. Lou wants you to feel better to do better in business. She’s passionate about helping you get to grips with emotion, tackle thoughts and address feelings. Because when this happens it can have a huge impact on business performance.
 

It can be too easy to repair the mistakes that we see and not explore the reason behind these. This webinar will take a look at how clear business strategies along with right customer journeys support meaningful work and a respectful culture for employees.
 - Discover the benefits of understanding the customer journey
 - Set clear metrics to drive the right outcomes and behaviours
 - Become more efficient and drive continuous improvement
No one said this would be easy, but it is definitely possible

Learn how The Forum can inspire and support you during 2021, making the most of your membership and the community of best practice. 

 - Learn about our theme for 2021 and the context and possibilities for the year ahead
 - Hear the shortlisted finalists for the 2021 Awards as they are announced
 - Find out about our Best Practice programme for 2021 and how to get involved for members and the wider community.

Domestic and General are the UK’s leading specialist warranty provider for over 100 years. Their contact centre serves 8 million customers, taking 9 million calls per year and authorising 2.4 million repairs.

D&G’s Planning and Real-Time teams wanted automation and support for their processes and systems:
 - They were swamped in admin work
 - Disparate data sources were creating internal stakeholder conflict
 - Duplication of work was creating inefficiency, confusion and complexity
 - Manual processes were time consuming and complex resulting in sub-optimal performance, inefficiency and demotivated staff

Mike Blewitt, Head of Planning led the project and selected QStory as the solution. He joins us along with Ben Harknett, CRO and Tony D'Cruze, Customer Success Manager at QStory to discuss how they implemented the software and achieved some amazing results for the team with a 2X ROI by Q3.
 - 400 hours per month of threat management used which has improved customer service by reducing wait time for customers
 - 3,300 hours per month of opportunity management ensuring agents are receiving their development training
 - Automated 575 hours per month of manual work
 

The global pandemic has accelerated the shift of consumers away from traditional channels to a digital world where the vast majority of customer service staff are more remote than ever before.

At the same time, Data, Analytics, AI and ML capabilities are all accelerating rapidly – and each can bring a wealth of advantages which help organisations with their planning.

But sometimes, it can be a challenge simply to keep up with all of the various developments and changes.
 
The good news for all of us as humans beings is that many companies are placing great importance on both customer experience and employee wellbeing.
As digital transformation takes hold at pace, organisations continue to demonstrate that they care.
 
With all this change, two things have remained constant: the importance of good quality planning and the need to be agile and respond to changes rapidly.
 
In this webinar, you will learn:
 - How consumer channel selection is rapidly evolving
 - Some developing data and analytics capabilities which could help your planning
 - Some agility techniques to help you be more prepared for continued uncertainty
 

Agile – it’s an adjective we hear in the front of everything now in the world of business: agile project management, agile finance, agile supply chain, agile marketing, agile HR, etc. The important take is that the ability to rapidly adapt and pivot in response to significant events is a must across all functions in a business (especially after the year we have had!). And the common thread across the business is its people that perform the work – if your workforce is not agile, your business can’t be. 
 
Join us for an insightful conversation with Rupert Bader and Zoe Hruby from Anaplan and hear how we can become a strong business partner by establishing a Connected Planning culture and taking a proactive, continuous approach to aligning workforce capacity plans with business needs in the near- and long-term to maximize utilisation, and anticipate and close workforce and skills gaps.
 
In this webinar, we will discuss:
 - the opportunity to drive business impact
 - connecting workforce planning with financial and business planning
 - engaging stakeholders across the organisation
 - addressing common workforce planning challenges

Forecasting and scheduling accurately within a contact centre is key to a successful operation.

However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy, with these challenges ranging from hybrid working, historical data, agent engagement and the rise of digital channels. 

Join Phil Anderson, Director at The Forum, he will be discussing how contact centres can address their top scheduling and forecasting challenges with Scott Budding and Neil Draycott of Business Systems.

Our webinar will cover:
 - How to forecast with historical data which may be skewed 
 - Top tips on addressing a hybrid workforce in 2021 and beyond
 - Top tips on how to address employee wellbeing and agent engagement
 - How to position your contact centre with the transition to self-service and digital channels while providing an exceptional customer service

The Planning for Covid-19 series 3 will again share real-life examples of the challenges along with practical ideas to limit the impact and even prevent these from happening.
 - Understand the current top challenges from across the industry.
 - Hear how different organisations are approaching these with new and innovating ideas.

How do we start the conversation about this subject in the most helpful way? 

Rising Vibe delivered their first Conversation That Matters event in September 2021 exploring race in the workplace. Check out this fantastic panel conversation with 3 Senior Leaders and Founder Lou Carter. What are the 'stupid' questions?

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.