You don’t need a promotion, or to leave your role, to grow, learn and improve. The community of best practice continues to grow, as more members join sharing their challenges and experiences. This safe environment helps you to discuss challenging issues and work through possible solutions.
Attrition, Attraction and Absence will be on going challenges during 2022. With a continued uncertainty around COVID and an indecision on what hybrid working really means, a number of problems will be experienced due the “3-A’s”.
It has never been easier to declare we live in interesting times, so learn about four key trends.
Martin Hill-Wilson was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. He will be well known to long-established Forum members for his energising and stimulating keynotes and workshops.
Data lead decisions are critical to sustained success, so our data architecture is the foundation that everything else we do should be built on. Getting this right is vital. A successful data strategy is not the sole responsibility of our data architects as analysts and leaders we need to clearly understand and communicate our requirements.
In this keynote, hear from Richard Moore, Enterprise Analytics Leader, Anglian Water as he shares his knowledge, experience and tips for success.
Developed alongside 150 leading customer operations, the 8-key considerations for hybrid working has become an essential business model for forward thinking. Taking the best from the tactical and forced changes at the start of lockdown, alongside established best practice workforce principles with added innovative new ways of working, this framework provides an easy reference to develop the right bespoke hybrid working operating model.
Every day we practice living versus an ever-changing world and environment. Those who strive to learn and improve can adapt better. Those who are contempt with how they are or refuse to accept the changes around them will find it hard to catch-up as the change required to survive and thrive becomes bigger.
Business-as-usual has changed and so has the role of Real-Time. Customer demand has become more uncertain and volatile, whilst colleague demands have change. Day-to-day operations always feels the pressure, especially during times of high attrition and absence, so how have teams adapted?
The role of Resource Planning is ever changing, broadening to become more than just call centre planning. The disruption of the past 2-years has highlighted the importance and opportunity planning to become the key enabler of the strategic vision, customer excellence and an employer of choice.
Did you know that 86% of companies said mental health, stress and burnout are a top priority but that HALF do not have a formal well-being strategy or program for their workforce? For our industry, 7 in 10 contact centre managers believe that improved employee engagement will drive cost optimisation and that human interactions are the key to ensuring a great customer experience (Cx).
We are indeed experiencing a new work reality post-COVID. And whatever you call it — the new normal, the next normal, the evolved world of work— customer loyalty is up for grabs. But how do we keep customers loyal when our staff is burning out and wellbeing plans are not (yet) in place?
Join Ed Creasey of Calabrio as he discusses practical strategies and resources for agents, managers, and Cx leaders to help their organisations recover and thrive during our new reality— and beyond.
Operational leaders continue to deal with rising attrition, hybrid workplace challenges, and managing performance through disruption, creating new needs around WEM. Hear from Webhelp, a global BPO, how their focus on creating flexible and scalable employee experiences is driving measurable impact on performance, resulting in improved customer experience.
Agents are now used to flexibility in every aspect of their lives, they can choose when to do their banking, catch up on box sets and even play games. We need to reflect this flexibility and customization in the work place.
David and Graeme will walk through how NICE WFM and EEM can support this new work habitat through functionality and processes both pre and post schedule generation.
With over 20 years’ experience under his belt, there’s not much Dave Preece doesn’t know about Contact Centre Planning. In a live session of Dear Dave, he’ll answer real-life questions and show how IDA and QStory’s latest features make Real-Time teams’ lives easier. Hear advice on:
Join Amy King, People Matter and Scott Budding, Sabio as we run through the Mental Health solution that Sabio are bringing to the Contact Centre industry which supports employee wellbeing and offers team level analytics.
Numbers can be powerful but if we are not careful statistics can erode trust. As analysts and managers, it is important that we understand both what our data is telling us and what it is not.
It doesn’t matter what type of organisation we are our customers are key to our success. Whatever our role in our operation the work that we do can have both a positive and negative influence in driving customer experience. In this workshop we will explore the key drivers of customer experience and discuss how each of us can influence this for the better
Connect with your audience with simple but highly effective techniques, taking your presentations to the next level. This workshop will look at different ways to win over tough crowds with an organised message that show people why your ideas matter. Whatever your current ability this workshop will help you to become more confident when you lead your next meeting.
How to focus on what matters. The true success of any metric lies in the behaviour that it drives and this workshop will help you to report on the right measures and identify the right targets. Using the right measures isn’t always easy and this workshop will help you to understand how a metric can serve many purposes.
This interactive workshop will look at the key responsibilities for Strategic Planning and where your opportunities are. Thought leadership and best-in-class examples from pioneer organisations will be followed by breakout discussions to challenge your thinking and capture ideas to drive forward improvements. Designed for all levels of maturity, this session will help you to identify where you currently are and then start to create a roadmap of improvement.
Understand the tension that exists in your organisation between Customer, Colleague and Corporate requirements and how the Intraday/Real Time Planning teams need to adapt to this as many organisations are now starting to deliver hybrid working at scale. This workshop will look at the challenges this is going to bring as many Intraday/Real-Time Planning teams do not have the on-floor presence they once had.
What is your skills development strategy? And, how well does it link with operational plans? This workshop will explore the value and importance of understanding the colleague lifecycle and how to become agile in the face of change.