Developing Skills and delivering value Hear from Paul Bentley, Development Centre Manager at Loop and Liz Vosper, Senior Manager Knowledge Management at The Open University as they discuss how creating a culture of development really help to deliver an improved employee and customer experience. They will share their top tips for people development, and how you can develop an effective skills strategy.
As analysts and forecasters we may often carry out scenario analysis for our stakeholders. “We will often be asked what would happen if we do this?” or “What would be the outcome of that. This has great value but is a trial and error approach and may not make full use of our knowledge and skills. In this keynote we will explore how to:
- How can we prepared for our moment of truth?
- How can we be ready and confident to succeed?
- How can we be equipped with a range of skills to adapt to any situation?
In this interactive session Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.
You will also learn:
CX technology alone rarely delivers the beneficial impact and financial returns promised – as successful adoption needs more than just a great technology solution. Customer operations are complex eco-systems that require process, organisational and sometimes cultural change to deliver success. This session will cover an alternative approach to selecting and procuring CX technology that not only significantly increases the likelihood of successful adoption and transformation, but also accelerates the journey through system and partner selection to benefits realisation.
Following on from the session the previous week at the face-to-face Community Conference, Graeme Gabriel and David Kay will revisit the challenge around offering agents appropriate choice for their scheduling needs. They will then dig deeper into some of the practical applications of the NICE WFM suite to show how appropriate use of functionality can support an employee engagement strategy centred around choice.
Insider Tips to Empower Your Remote Agent Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw Jones, workforce management guru at Verint and discover:
Agility & Accuracy – Analyse and 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. In this workshop we will help you to:
How to drive purpose and consistency through engaging Calibration
Calibration is a fundamental necessity of any Quality Assurance, development, and improvement process. In this workshop hear from Helen Beaumont Manahan, Head of Training & Development at BPA Quality who will share some top tips on Best Practice approaches to calibration. She will be joined by L&Q who have revolutionised their approach to calibration drivuing better results for colleagues and customers.
How engaging coaching and training programmes can re-invigorate your contact centre
Taking ideas from our People Development keynote. This workshop will explore new thinking around how we apply different approaches as we manage a distributed workforce. Thinking about the different skills and support required to ensure consistent and effective coaching and training.
We will explore the different techniques, technology, and approaches to engage, learn and develop your teams and individuals.
This workshop will help you to execute your workforce strategy learning effective scheduling techniques and real-time triggers for action. Learn how preference based scheduling can increase your flexibility options and develop new on-the-day solutions to match customer and colleague demand.
Engaging an audience is hard, this is made even harder when you are presenting the same information everyday, week and month. This workshop is designed to help you rethink how you present information and redefine the way data and insight can engage your stakeholders, to drive learning and better decisions.
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. This workshop will draw on techniques regularly used by coaches to help us in our role as an analyst
This workshop will help you to improve your operational plans, budget setting and implement your strategy with the right measures and targets. Strategic reframing and scenario planning will help us to be better prepared for the future.