Strength in Numbers
The Value of Community

2023 Autumn Community Conference

Our annual in-person conference for industry professionals

Wednesday 8th November 2023, Hilton Newcastle Gateshead

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.
Gold Sponsor
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
Conference Agenda

Community Conference

08:30
Registration Opens
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, BGL Insurance, along with The Forum Fellows.
11:00
Networking
Your chance to meet with other members and spend time in the Expo area. Refreshments will be served.
11:00
Forum Focus
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
Your chance to meet with other members and spend time in the Expo area. Lunch will be served.
12:30
Forum Focus
Join this 20-minute presentation from Verint on a key topic.
13:00
Forum Focus
Join this 20-minute presentation from evaluagent on a key topic.
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
Your final chance to meet with other members and spend time in the Expo area. Refreshments will be served.
15:00
Forum Focus
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

Speakers

Phil Anderson
Executive Director
The Forum
Nick Ashmore
Marketing Director
QStory
Leanne Chambers
Managing Director
greenbean RPO
Ian Chappell
Senior Solutions Consultant
Centrical
Alison Conaghan
Specialist
The Forum
Colin Field
WFO Solutions Consultant
NICE Systems
Graeme Gabriel
WFO Solutions Consultant
NICE Systems

Huw Jones
Director, Solutions Consulting
Verint
Chris Mounce
Quality & Coaching Specialist
evaluagent
Chris Rainsforth
Director
The Forum
Ian Robertson
Specialist
The Forum
Louise Smith
Head of Forecasting, Planning & MI
Jet2 Holidays
Dave Vernon
Director
The Forum
Donna Whyman
Specialist
The Forum

Exhibitors

Venue

Hilton Newcastle Gateshead
Bottle Bank
Gateshead, NE8 2AR
We have a limited number of bedrooms available for the night of 7th November for £135 (including VAT).
This rate is available until 25th September.

Book your room now

Prices & Booking

Places are free to members using member places in line with the level of membership. Extra places for each event  can be purchased at £625 +VAT for in-person 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 2023 Community conferences.