Being prepared for whatever happens and learning to deal with the random nature of customer operations. The true success in any metric lies in the behaviour that it drives. Great performance doesn’t happen by chance. A performance playbook will help people see the difference they can make. This interactive workshop discussion will help you become prepared for whatever happens and takeaway ideas to build a performance playbook.

Moment of Truth: Confident to Succeed
Being a professional means you are always looking to improve, building the capability to be prepared for whatever happens. Developing self-awareness can help you assess your current skills and acquire new ones. Understand the power of feedback and how to elicit feedback you can use. Set meaningful goals and make time to build the habit of learning. The Forum’s Phil Anderson, Chris Rainsforth and Dave Vernon will help you to become a better learner and make your next step as a professional.

Also hear from Nick Ashmore, Marketing Director on behalf of our Gold Sponsor QStory as he talks about how to win the talent battle in a post covid world.

Pete is going to explore a diverse range of topics that impact QA programmes, including big and thick data, QA derived insights, balanced scorecards, statistical validity, risk management, and where he thinks effort should be focused in a post-Covid 19 world to build a high-maturity QA programme.

Do engagement strategies of the past work for the workforce of tomorrow?  

By 2024, 97% of frontline contact centre colleagues in the UK are expected to be Gen-Z. The one-size-fits-all approach to managing their expectations is not an option. Ian Chappell from Centrical discusses why personalising the colleague experience is worth the effort!

Innovation is all about finding and filling people’s unmet needs.

• How are expectations changing for Customers, Colleagues and Commercial objectives?
• Have priorities changed? Was it Commercial first, customer second then colleague? Are these now equal?
• Have support function priorities changed? How are you measuring and tracking this? How is data supporting this change?
• How will our role change? What new skills will we need?

Flexibility in the contact centre is a word whose definition changes dependant on context. Its meaning is completely different for an agent, compared to that of the contact centre management. Graeme and David will talk about the challenge of offering our agents choice and empowerment over their schedule, whilst still balancing that of the needs of the operation. They will explore when does lots of choice become too much choice and, how can we group options in a way that will simplify and incentivise choice that is mutually beneficial for both stakeholders.

Community Update

• Hot topics from across the industry. As the Knowledge Management for the industry we will be sharing the current hot-topics from our members.
• The value of membership and the reason why organisations join The Forum. From accessing the network of professionals, specific learning programmes, standards and becoming an Accredited professional, we will be sharing the different reasons why membership is important.
• Accredited professionals and the power of learning and sustaining personal growth. Forming the habit of learning to ensuring you stay relevant to continually improve and add value. Learn how to become an accredited professional building, moving through the different levels to become from Foundation to a Fellow.