Best Practice Events & Site Visits

We facilitate site visits and best practice days, 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. 

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.

Due to the current situation, we are turning our Best Practice Site visits into a virtual experience. More information is available on each visit below. Just click on Read More.
 

Speech Analytics: Quality And Customer Experience At VitalityHealth

Virtual Site Visit, 9th July 13:00

See how successful implementation of analytics has transformed the contribution of Quality at Vitality, engaging colleagues and raising care scores up by a quarter, with a 13% drop in lapse rates.

Summary
A detailed view of customer experience is provided by 10 new scorecards, based on 100% sample, made possible by the successful automation of call scoring using CallMiner. This has already completed the equivalent of 20 years manual effort and audit fails are down 16%. A new governance process is developing the use of analytics in the business, with Quality, Coaching & Continuous Improvement coming together, in a value-add function, alongside planning. Programming of 260+ rules, based on over 750 key phrases, relied on the expertise of external consultants from Ember, who provide a managed service. In just 18 months this new Quality Framework, has been rolled out across four areas of the business, raising NPS by 8-18%, supporting a 4.5 Star rating on Trust Pilot and leading to being voted the best large centre and No.1 for voice contacts.

How Omni-Channel Transforms Customer Experience In Retail At Clarks

Virtual Site Visit, 22nd July 13:00

See how social media, CAI the Chatbot and a new digital platform are empowering advisors, delivering a dramatic improvement in customer satisfaction and future-proofing this 200-year old brand.

The team from Cirrus will share the story of how they worked with Clarks in this transformation.

Summary 
The digital team, and their technology partner Cirrus, have been a catalyst for radical changes at Clarks Shoes over the past 18 months. This has been transformational for both colleagues and customers – and opens up the brand in new ways to their global market. CAI, the chatbot, now takes 70% of incoming contact, half of them out of hours, resolving three quarters, with an 83% satisfaction rating. Fourteen systems have been combined into a unified desktop for advisors and data is captured across every touchpoint. As a result, the business can now listen to what customers want and colleagues feel they have a hand in owning the customer journey. Customer experience is handled in a measured way end-to-end, with a massive uplift in their independent Trust Pilot rating to 8.6 (Excellent). It’s a demonstration of how true supplier partnerships can power change in a receptive business. 

Virtual networking group for back office and processing operations

23rd July 13:30 – 15:00

This is the chance to meet others who are resource planning in these kind of operations, as part of our growing community of best practice, and explore new ideas with like-minded professionals.

 - How have your operations been impacted by COVID-19 and the lockdown?
 - How are you rising to the new challenges? How do we see the ‘new normal’ that may arise in the next phase?
 - Bring along other issues you would like to ask and we can discuss them or follow-up with more information after the group.

This is a free member event, but, if you are not yet a member, you are welcome too to this event.

This group follows our Virtual Site Visit on 25th June to see the transformation in the back office at Legal & General – come to both if you can!

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 Sept - 9th Oct, Virtually
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
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

Copyright © 2020 - All Rights Reserved - theforum.social