Strength in Numbers

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2023 Autumn Community Conference

Our annual in-person conference for industry professionals

Wednesday 8th November 2023, Hilton Newcastle Gateshead

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Specifically designed

This highly-rated event is far more than just a conference

Designed specifically for Planning, Insight and Quality & Customer Experience Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change. Bring new ideas and techniques back into your organisation.

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Silver Sponsors

Agenda

Autumn Community Conference

08:30

Registration opens & Networking

09:30

Conference Opening Keynote

Welcome to the 2023 Community Conference, bringing together the professional communities to hear the latest updates from The Forum, industry insights and thought leading keynotes. Executive Director Phil Anderson, alongside Directors Dave Vernon & Chris Rainsforth will introduce and frame the day, hearing from QStory & Jet2 Holidays, along with The Forum Fellows.

11:00

Networking

Forum Focus

Your chance to meet with other members and spend time in the Expo area.
Refreshments will be served.

Join this 20-minute presentation from Centrical on a key topic.

11:30

Developing our future talent: Preparing advisors for the world of Call & Contact Centres

Hear from greenbean and their innovative way of preparing people for a career in call & contact centres, followed by round-table discussion

12:30

Networking Lunch

Forum Focus

Opportunity to reflect on the morning's learning, meet new people and enjoy lunch in the expo; or sit back and watch the optional Forum Focus sessions.

Join this 20-minute presentation from Verint on a key topic.

13:00

Networking Lunch

Forum Focus

Opportunity to reflect on the morning's learning, meet new people and enjoy lunch in the expo; or sit back and watch the optional Forum Focus sessions.

Happy Agents = Happy Customers = Happy Business

Agents are the greatest asset in a Contact Centre. A lot is demanded from them, both from the business and the customer. Are we really doing enough to motivate agents? Gamification is becoming more and more prevalent in today’s world - get it wrong and it’ll have the opposite effect. Get it right and you have an engaged, motivated and inspired community of agents. In this presentation, evaluagent will explore how to create a gamification program to make agents the centre of your success

13:30

Interactive Collaboration: Phil & Ian have been thinking again!

Interactive workshop and discussion understanding the strength and weakness of numbers. Whatever your role, you will find practical takeaways and enjoy hearing from a range of perspectives as Phil & lan introduce new ways of looking at old things, and yes we're bringing back the confectionery.

15:00

Networking

Forum Focus

Your final chance to meet with other members and spend time in the Expo area. Refreshments will be served.

Join this 20-minute presentation from NICE on a key topic.

15:30

End note, action plan and next steps

Rounding off a day of learning, drawing together all of the ideas to ensure we do something different. Hear from members what they have done differently after previous conference, to be inspired to make a difference to you, your team and your organisation.

16:15

End: latest time, we aim to get you out and on your way home safely at 16:00