2022 Community Conference (Virtual)

Our annual conference for industry professionals

14th - 18th November 2022, Virtually

Online conference

A virtual week packed full of inspiring speakers 

Our virtual conference agenda will be packed with inspiring keynote speakers, practical and interactive Workshops and Technology Showcases to keep you up to date with the latest trends in technology, and how make the most of your technology stack.
Gold Sponsor
Silver Sponsor
Conference Agenda

Community Conference (Virtual)

Monday 14th Nov
Tuesday 15th Nov
Wednesday 16th Nov
Thursday 17th Nov
Friday 18th Nov
Opening Keynote
Keynote
Keynote
Keynote
09:30
Hear from Chris & Phil as they discuss the benefits of being prepared. 45mins



More info
Reframing & Planning:
Learn how to use benchmarking effectively, not arbitrary averages from unreliable sources but comparisons. 45mins
Insight Keynote: Hear from Rob Hanrahan, CEO of miPerform. 45mins
Customer Keynote: Hear from Martin Teasdale host of the popular podcast Get Out of Wrap Podcast  on his reflections on the contact centre industry. 45mins
Technology Showcase
Workshop
Workshop
Workshop
Workshop
10:30
Hear new ideas from Gold Sponsors QStory. 45mins
Driving Learning through Scenario Planning: How to use better planning assumptions and benchmarking to focus on what matter most. 90mins




More info
Asking the Right Questions: The insight we produce is only as good as the question that we ask. As analysts we need to become adept at asking the right questions of both our stakeholders and our data. 90mins

More info
Calibration: Calibration is a fundamental necessity of any Quality Assurance, development, and improvement process.  Hear from BPA Quality & L&Q90mins




More info
Presentation Skills: Engaging an audience is hard, this is made even harder when you are presenting the same information everyday, week and month. 90mins


More info
Technology Showcase
Technology Showcase
Technology Showcase
Endnote
12:30
Hear new ideas from our partner, Calabrio. 45mins
Hear new ideas from our partner, NICE45mins
Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience). 45mins
Community Learning: Hear from a Forum Hero and organisations who have taken a team approach to learning. 90mins
Technology Showcase
Technology Showcase
13:15
Hear new ideas from our partner, Verint. 45mins
Hear new ideas from our partner, Davies Group. 45mins
Keynote
Keynote
Keynote
14:15
Preference Based Scheduling: Hear from Sky, Vitality Health and Aviva on how they have trialled and implemented employee first scheduling patterns to enhance colleague engagement and customer service. 45mins
What-If, If-Then?:  Often the insight and plans we share are reactive. In this keynote we will be sharing techniques to become proactive to provide goal lead insight and plans that will shape the future for the better. 45mins

More info
People Development:  Hear from Forum members who have focussed on people development to deliver and effective skills development strategy. 45mins
Workshop
Workshop
Workshop
15:15
Implement and innovate flexibility: Learn how to operationalise new scheduling techniques and develop new Real-Time playbooks90mins





More info
Agility & Accuracy,
Analyse or Act: The data we share needs to be accurate but in the real world 100% accuracy is not achievable. The quest for perfection can lead to inaction and without action our work has no value. 90mins

More info
Coaching & Training: How engaging coaching and training programmes can re-invigorate your contact centre. 90mins






More info

Speakers

Jen Allan
Planning Architect
Sky
Phil Anderson
Director
The Forum
Helen Beaumont Manahan
Head of Training & Development
BPA Quality
Alison Conaghan
Planning & Insight Specialist
The Forum
Alix Corden
Scheduling Manager
Vitality Health
Karl Fletcher
Resource Planning and MI Manager
Novuna
Chris Hoye
Resource Planning Manager
Aviva
Steve Kennedy
Director of Pre-Sales
eGain
David Preece
Solution Consultant
QStory
Chris Rainsforth
Director
The Forum
Ian Robertson
Insight & Quality Specialist
The Forum
Paul Smedley
Founder & Chair
The Forum
Martin Teasdale
Podcast Host
Get Out of Wrap
Dave Vernon
Director
The Forum
Conference Agenda

Autumn Virtual Conference

Monday 14th Nov
09:30
Opening Keynote
Hear from Chris & Phil as they discuss the benefits of being prepared. 45mins
10:30
Technology Showcase
Hear new ideas from our Gold Sponsors QStory. 45mins
12:30
Technology Showcase
Hear new ideas from our partner, Calabrio. 45mins
Tuesday 15th Nov
09:30
Keynote
Reframing & Planning: Learn how to use benchmarking effectively, not arbitrary averages from unreliable sources but comparisons.45mins
10:30
Workshop
Driving Learning through Scenario Planning: How to use better planning assumptions and benchmarking to focus on what matter most. 90mins
12:30
Technology Showcase
Hear new ideas from our partner, NICE. 45mins
13:15
Technology Showcase
Hear new ideas from our partner, Verint. 45mins
14:15
Keynote
Preference Based Scheduling: Hear from Sky, Vitality Health and Aviva on how they have trailed and implemented employee first scheduling patterns to enhance colleague engagement and customer service.. 45mins
15:15
Workshop
Implement and innovate flexibility: Learn how to operationalise new scheduling techniques and develop new Real-Time playbooks. 90mins
Wednesday 16th Nov
09:30
Keynote
Insight Keynote: Hear from Rob Hanrahan, CEO of miPerform.45mins
10:30
Workshop
Asking the Right Questions: The insight we produce is only as good as the question that we ask. As analysts we need to become adept at asking the right questions of both our stakeholders and our data. 90mins
14:15
Keynote
What-If, If-Then?: Often the insight and plans we share are reactive. In this keynote we will be sharing techniques to become proactive to provide goal lead insight and plans that will shape the future for the better. 45mins
15:15
Workshop
Agility & Accuracy, Analyse or Act: The data we share needs to be accurate but in the real world 100% accuracy is not achievable. The quest for perfection can lead to inaction and without action our work has no value. 90mins
Thursday 17th Nov
09:30
Keynote
Quality Keynote: Hear from Martin Teasdale host of the popular podcast Get Out of Wrap Podcast on his reflections on the contact centre industry.45mins
10:30
Workshop
Calibration: Calibration is a fundamental necessity of any Quality Assurance, development, and improvement process. Hear from BPA Quality & L&Q90mins
12:30
Technology Showcase
Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience). 45mins
14:15
Keynote
People Development: Hear from Forum members who have focussed on people development to deliver and effective skills development strategy. 45mins
15:15
Workshop
Coaching & Training: How engaging coaching and training programmes can re-invigorate your contact centre.90mins
Friday 18th Nov
10:30
Workshop
Presentation Skills: Engaging an audience is hard, this is made even harder when you are presenting the same information everyday, week and month. 90mins
12:30
Endnote
Community Learning: Hear from a Forum Hero and organisations who have taken a team approach to learning.45mins

Prices & Booking

Places are free to members using member places in line with the level of membership. 1 place purchased within a membership gives you a place at both the virtual and face-to-face event. Extra places for each event can be purchased at £625 +VAT for face-to-face and £295 +VAT for virtual.

All paid for places must be settled before the conference begins. A credit card guarantee can be used to hold a place. All bookings are subject to The Forum's normal terms which can be read here. Cancellation does not automatically mean an invoice is no longer payable.

Register Now

Fill in your details to register for the 2022 Autumn conferences.