Best Practice Events & Site Visits

We facilitate site visits and best practice day's, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. Book early, as places are limited. We will be adding further dates for 2020 in the coming weeks. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Assuming the current situation continues we are looking at how we can make our Best Practice Site visits a virtual experience. More information will follow.
 

Free Webinar: Planning for COVID-19: Part 2 Scheduling, introducing flexibility

31st March, 2pm

Discover different ways to add and increase your flexibility to meet the changing demands for your business. Learn how to prepare your colleagues and how to support them into temporary changes to their working patterns. Learn how to increase and decrease hours, depending on your need.

 - Learn how other organisations have applied the flexibility toolkit
 - Pitfalls to avoid and classic mistakes that can come back to haunt you
 - Distinguish being tactical trials and pilot schemes and long-term strategy 

This is the second in a four-part series in the Planning COVID-19 learning academy series.
 

Free Webinar: Planning for COVID-19: Part 3 Scheduling, sustaining flexibility

7th April, 2pm

Acting quickly doesn’t mean over-reacting and making bad decisions. Uncertainty can create unsustainable, short-term solutions which could lead to bigger problems and negative lasting legacies. This learning academy module will look at how the flexibility toolkit can support short-term fixes and support a long-term workforce and wellness strategy.

 - Understand the range of options available and how these can be used and abused!
 - Create checkpoints, reviews and sustainability
 - Track and measure success and identify improvements

This is the Third in a four-part series in the Planning COVID-19 learning academy series.
 

Free Webinar: Planning for COVID-19: Part 4 Real-Time

9th April, 2pm

The need for agility and flexibility is always great: at times like these, they are of paramount importance.  This session will show you how a focus on automation can help to release bandwidth for insight and analysis to benefit your organisation. 

 - Understand the flexibility toolkit and how it can be applied
 - Automate key functions and speed up Real Time response times
 - Close the loop to enable Learning & Understanding

This is the fourth in a four-part series in the Planning COVID-19 learning academy series.
 

Free Webinar: Planning for COVID-19 Networking call

16th April, 2pm

Open discussion allowing you to share the steps you’ve taken to manage and plan for COVID-19. This is an opportunity to listen to different approaches and learn from the mistakes and successes. Join this session as an observer/listener or actively participate, it's up to you, this is an open discussion for all resource planners and business leaders who want to learn and improve.

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

27th April, 2pm

2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.

This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.

 - “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson
 - 2020 Best Practice Guide launch and chapter review
 - 2020 Best Practice Programme – how to get involved

The AA Ireland & Three Ireland Site Visit

3rd June, Dublin

Your chance to meet two of our Innovation & Transformation finalists and find out more about their Innovations. The AA Ireland are using technology to improve customer and colleague experience while Three Ireland are putting the planning team at the heart of the business and driving change with a seat at the table.

National Best Practice Day for Quality & Customer Experience

Virtual - information to follow

Join our free best practice day for members and others looking to keep up to date with the latest trends, learn about new approaches and network with professionals from other organisations or sectors. 

 - Engage with and help shape our new best practice framework for quality & customer experience
 - Hear from the winners of the Quality Team of the Year and other organisations
 - Learn about adding value in your organisation, understanding what your customers need from you and how to engage colleagues - to help you pioneer new approaches in your work

LNER Site Visit

11th June, York

Your chance to visit our  our Innovation & Transformation Awards finalist, LNER who are taking planning techniques to other areas of the business with amazing results.

Sky Site Visit

18th June, Livingston

Your chance to visit Innovation & Transformation finalists, Sky, who are continually innovation and improving how their planning team works to bring clear value and benefit for the business.

Legal & General (Back Office) - As part of the Back Office Best Practice Day

25th June, Solihull

Your chance to hear more from Innovation & Transformation finalists, Legal & General, who are taking planning techniques to other areas of the business with amazing results. This is part of our Back Office free best practice day for members and others looking to keep up to date with the latest trends, learn about new approaches and network with professionals from other organisations or sectors. 

National Best Practice Day for Back Office

Virtual - information to follow

Join our free best practice day for members and others looking to keep up to date with the latest trends, learn about new approaches and network with professionals from other organisations or sectors. 

 - Learn about and engage with the best practice framework for planning and insight in the back office 
 - A unique chance to meet with key stakeholders in the back office transformation at Legal & General 
 - Hear from organisations about how they have transformed their back office operation and the challenges they overcome
 - Learn about adding value in your organisation, understanding what your customers need from you and how to engage colleagues - to help you pioneer new approaches in your work

Vitality Site Visit

30th June, Stockport

Your chance to visit our Innovation & Transformation finalists, Vitality, who are using automation to transform the service they provide.

RS Components Site Visit

July, Corby

Your chance to visit our Innovation & Transformation finalists, RS Components who are putting data at the heart of cultural change - to improve performance and transform their business.

Yorkshire Ambulance Service Site Visit

15th September, Wakefield

Your chance to visit our Innovation & Transformation finalists, Yorkshire Ambulance Service, who are taking planning techniques to other areas of the business with amazing results.

Legal & General (Coaching) Site Visit

17th September, Cardiff

Your chance to visit our Innovation & Transformation finalists, Legal & General, who are putting data at the heart of cultural change - to improve performance and transform their business. This is also the chance to network, share experiences and work together on key issues. The group will be for Planning/Insight professionals, and the topics for discussion are up to you.

Best Practice Day: Planning Strategy & Customer Closeness

September, London

This is a unique chance for planners and analysts to join our Leadership forum. Hear from and talk face-to-face with key players involved in strategic transformation at The Very Group, L&G and LV= all finalists in our 2020 Innovation Awards. Learn from the Leadership community and gain the sharpness of vision required to move forward purposefully.

Today kicks off with powerful keynote speakers, followed by discussion on Customer Closeness. This is followed by presentations on planning, wellbeing and strategy and workshop discussions with your peers. Table discussions on this strategic best practice day will allow sharing and learning with people in similar roles facing common challenges.

Jet2 Holidays & Openreach Site Visit

29th September, Leeds

Your chance to visit our Innovation & Transformation finalists, Jet2 Holidays and Openreach, who are using technology to improve customer and colleague experience.

Free Webinar: Planning for COVID-19: Part 1 Forecasting

Hosted on 24th March by Phil Anderson and David Preece

Explore how to create more certainty from unknown unknown’s and develop a strategic view to planning for COVID-19 (Coronavirus). When there is so much uncertainty and rapidly changing customer behaviours how can we stay ahead of the game and put the right solutions in place? This learning academy module will look at the value of forecasting and alignment to strategic direction.

 - Understand your starting point and effectiveness of your workforce strategy/operating model
 - Collaborate to provide a trusted business forecast
 - Track and measure success and identify improvements

This is the first in a four-part series in the Planning COVID-19 learning academy series.
 

Free Webinar: Successful Homeworking Strategies

Hosted on 26th March, by Phil Anderson & David Preece

Make Homeworking a successful and sustainable flexibility option for your business which support your people and customers. COVID-19 has created an urgent need for homeworking, those business’s who have previously said “no”, or “not this year”, have now reacted and bought 1,000 new laptops! Homeworking is more than just working from home, this webinar will explore 10-years of best practice from The Forum along with expert advice from established homeworking provider Arise and Sensee.

 - Best practice, top tips and practical case studies.
 - Classic pitfalls to avoid
 - How to create a sustainable homeworking strategy

Theme picker

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team


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

Upcoming modules

We have a wide range of virtual modules coming up.

Covid-19 Series

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 2020
28th & 29th September 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
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67 Europa Business Park,
Birdhall Lane,
Stockport,
SK3 0XA

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