Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. Whether you're looking to enhance efficiency, refine forecasting, or build a more agile workforce, this showcase will introduce the tools and strategies designed to future-proof your contact centre operations. Don't miss this opportunity to see first-hand some of Calabrio's latest innovations and hear some fantastic success stories.
Establish accountability structure, process, technologies and culture to manage data, security, risk and compliance. This keynote will explore best practice around privacy and protections, along with IT security.
From essentials, through best practice and on to pioneering new ways, hear how to improve your current forecasts and the opportunities for the future of capacity planning. Join Phil Anderson and Ian Robertson as they discuss the key steps in the journey, the reasons why forecasts fail and the opportunity of machine learning. For the first time, we will be taking an in depth view of the correlation between service level, average speed of answer and percentage of call answered.
The Forum is a trusted and inclusive space for people to learn. We aspire to make learning as easy as possible so your only responsibility is to own your own learning. Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how or cloud-based Learning Management System is enhancing the learner experience. They will also bring our individual accreditation journey to life showing how easy and beneficial attaining this can be in your role.
What are the most important factors to embed learning and harness a learning culture? Phil Anderson & Chris Rainsforth will draw together best practice principles to promote consistent everyday learning. Learn how to move away from directed, mandated learning to making learning easy to access in a variety of ways. Develop ideas and new ways to inspire learning and promote continuous learning.
How do we improve if we don’t have the resources, the budget or the technology to do so? Operational Improvement is underpinned by some vital fundamentals which are deliverable whatever your budget. We can often blame a lack of things for why we are not improving, however this session will focus on those fundamentals and celebrate what we can achieve and focus on whatever our budget to improve our people, our operation and our service.
Operational Improvement can only truly happen we come together to deliver the common goal, often disjointed objectives mean we compete rather than collaborate. The days of siloed improvement should be long gone, in this Keynote, Chris Rainsforth will look at how the Improvement Cycle can ensure individuals, teams and departments can remained focussed on what matters most, and the role everybody plays in delivering Operational Improvement.
Hear about key ingredients for a successful and effective real-time team.
We will hear from Chris Clarke, Global Head of Real-Time at eBay as he talks about how The 2024 Real-Time team of the year are continuing to improve and develop with their focus on making a difference for their team mates. Loz Beck, Tactical Planning Manager at Monzo Bank will share with us how they are helping their real-time colleagues develop and improve through owning their own learning.
When does quantitative MI cross over to qualitive MI? Usually when we cut down the forest to expose the flower hidden underneath. This keynote will help you to unearth your insight and understanding from the numbers.
This keynote from CEO, Phil Anderson and Customer Operations Specialist, Ian Robertson will open your mind to new ways of delivering insight which influences better decision making and shares learning.
Learn how to lift yourself out of the admin, endless emails and ad-hoc changes to create a sustainable scheduling environment.
It can be too easy to get stuck in a cycle of endless updates and changes, followed by another shift-review and then more flexibility work requests and dissatisfaction with annual leave. This interactive keynote will bring together the latest best practice examples from leading organisations who have created a rhythm of learning and improving to build flexibility.
This year we challenged you to Shape Your Future, but is the future already here? We have seen our industry evolve but are we able to deal with the enduring challenges that exist and prepare ourselves and our people to deal with new challenges that the future will bring. This keynote will look back, but also look forward so we remain focussed on Shaping the Future.
Our theme for 2024 is Shaping the Future, stimulating ideas, sharing inspiring case studies and learning practical takeaways to start doing something different. The Autumn #RaisingStandards conference provides an opportunity to bring together learning and best practice from the year so far to help shape our thinking for the future.
This endnote will reflect on a week of learning and a year of inspiration to help you to design your roadmap of improvement. Doing something different everyday has become a mantra for The Forum. We believe this mindset helps us to keep learning and most importantly improving. Putting our learning into action and moving forward demonstrates our commitment to improve. Close another week of learning with ideas, inspiration and intent to start doing something different.
Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning.
How do you know you are doing a good job? Standards Benchmarking provides you with structure and a framework for forward thinking. Whatever your starting point, the Standards Benchmarking process provides you with structured feedback to validate and support change, providing new ideas and an external perspective. This panel discussion will provide you an opportunity to hear different ways of approaching the self-assessment process, the experience of presenting to a peer panel and how to “steal” ideas and challenge thinking.
How many people should be in your Resource Planning team? What are the industry standard ratios? Why we need to understand the value and difference we are making.
This keynote from CEO, Phil Anderson and Director of Membership & Best Practice, Dave Vernon will introduce the key considerations to help shape the planning team. Using the latest benchmark research, alongside practical examples of typical team structures across different industries we will examine key principles of team design. Not looking at average, only looking at best practice and ensuring the team is setup for success and adding value.
Unlock the full potential of Generative AI tools, like ChatGPT, to elevate your performance and productivity to new heights. This session will delve into practical applications of ChatGPT, demonstrating how it can revolutionise tasks that once seemed out of reach. By the end, you'll be equipped with actionable insights and techniques to harness AI for tasks you encounter daily.
Key Takeaways:
Join us to see firsthand how these AI-driven capabilities can transform your workflow and redefine what's possible in your role.