Centrical recently surveyed over 500 global enterprise operations leaders across industries about the current state of workforce engagement management and how their leadership initiatives tie to company growth goals. The results were astounding!
Over 71% of organisations are challenged with employee turnover and early attrition. Contact centre agents want to work from home, but organisations struggle to keep remote agents well-engaged and supported. During this year of uncertainty and need for heightened, effective leadership, workforce, and operations leaders are being asked to do more with less and need new solutions to ensure success in the remote/hybrid work environment.
Join Centrical as we discuss takeaways from our latest 2023 Workforce & Global Operation Leaders Insights Survey. Topics include:
Dave Vernon and Alison Conaghan from The Forum will bring the highlights from recent award finalists and winners stories to the forefront at this session. They will also be looking at discussions at recent Field and Branch Planning Virtual Networking Groups and curating these outputs to extract the best practice to share.
What’s the worst that could happen? Attendees, working in planning roles or managing change, will hear ideas on overcoming fears and taking the right action. The focus will be on flexible working options, discussing how to introduce them successfully Sometimes it's necessary to take precautions, but often we create more problems than we solve. We'll discuss how to overcome these fears and take the right action. So, join us to learn more about how to approach change and consider, "what's the worst that can happen?"
The aim of forecasting isn't to predict the future, but to prepare for it. It is crucial to be ready for whatever lies ahead, regardless of our job roles. Predictive analysis goes beyond just predicting numbers; it is a crucial tool for every decision we make based on data. We make such decisions all the time, whether it is changing a process, having a coaching conversation, delivering a new training course, creating new knowledge management content, introducing a new system, or making a planning decision. To determine whether a decision is correct, we must understand what will happen if we take action or do nothing. When evaluating the success of a change, we must predict what would have occurred if we hadn't made the change. In this workshop, members will share their perspectives, and we will explore how to expand predictive analysis and forecasting's scope to make data-led decisions throughout our organisations. This workshop is intended for individuals working in planning, insight, continuous improvement, leadership, and quality roles.
This workshop is about improving both our people and our processes. We'll cover important topics like quality frameworks, coaching, knowledge management, and training and development. While each of these topics can help on their own, they work even better when we combine our efforts. We'll bring together professionals from different areas to discuss what works best and define a framework for success. It will be an interactive workshop where we'll recognize similarities and differences between these important skills and create a community to help us all improve.
In this session hear from Jo Causon, CEO of the Institute of Customer Service who will discuss what has changed in the service industry for our organisations, our people and importantly our customers. Understand better what good really looks like in todays world, and why this matters! Thinking about the steps you can take to ensure you deliver service with respect and build for the future.
Are you working in reporting, MI, Insight or performance management? Reports and dashboards can be powerful tools, but it can be tough to figure out what actions to take based on the information presented. Here's what you'll learn in this interactive workshop:
Join us for this workshop and learn how to make the most of your reports and dashboards by using them to take effective action.
Having good presentation skills is important for success no matter what job we have. We've had some great workshops in the past at our virtual conferences, and now we're going to learn even more ways to improve our presenting skills. In this workshop, we'll learn how to use different types of media to make our message clear, and we'll also share some free tools that use artificial intelligence to help us improve our presentations and communication. It will be an interactive workshop, so we can all learn from each other.
QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.
Tune in for practical tips on how to unlock available time for additional training and coaching, and offer flexibility with no impact on service levels.
We know the CC front line is struggling, but often don't have the evidence-based insight to make the most meaningful change. Quantifying the impact of the workplace environment and culture on employee experience is fundamental to improving wellbeing and business outcomes. During this session Sabio's wellbeing team demonstrate their cutting-edge technology, built upon psychological theory, alongside WEM capabilities to provide organisations and managers with a systematic view of wellbeing as well as practical guidance on the most useful changes to make. Their expert-led team will talk through the science behind the technology and it's application in the workplace.
In simple terms, scenario analysis helps us make informed decisions and plan for the future based on our goals. But what if our analysis shows that we won't reach our targets no matter what we do? This keynote will cover the following topics:
The recent developments we have seen in technology and artificial intelligence have the potential to revolutionise the way we use and present data. What does this mean to the role of the analyst? What will be the key skills the analyst of the future will need. In this interactive keynote we will discuss this topic with leading insight professionals to understand what we need to do now to prepare for the future.
Chris Rainsforth will discuss how to make the most of your technology investment, and how benefits will only flow when our operating models and processes are re-designed to be data driven, and the human connection is concentrated where its most valued. Chris will be joined by Jim Davies, ex Gartner Analyst, now Chief Experience Officer at Calabrio, who will be discussing from WFM to WEM and beyond, the natural evolution of employee management.
The work we do in quality, coaching, insight, learning and development, knowledge management and planning can bring great benefits to our customers, people, and organisations. Unfortunately, these contributions are often overlooked, which can make it difficult to get the investement we need. In this keynote, we will hear from members and discuss ways to identify and measure the benefits of our work.
As peaks and valleys occur across your various interaction points in your different business units, learn how to take advantage of your people’s skills to give the right work to the right person at the right time – regardless of what "silo" they live in. Hear Capitec Bank’s story and discover how they unlocked their entire workforce with Verint technology to achieve the best service levels across branches, contact centre and other back-office teams.