Shrinkage remains an enduring problem. Not that shrinkage is a problem, but the understanding of shrinkage is a significant problem. Average, false industry standards and bad habits hold back our understanding often leaving this as a problem for planning teams to manage. This interactive workshop will explore:
Improve agent well-being, customer satisfaction and overall operational efficiency Join us for a Technology Showcase with Scott Budding from Calabrio, where he'll reveal the latest Contact Centre trends. Drawing from real-life examples of award-winning Calabrio customers, Scott will showcase CX best practices. Through an interactive demonstration of the Calabrio ONE suite, he'll demonstrate how Calabrio can improve agent well-being, customer satisfaction and overall operational efficiency. This will be an interactive session, so feel free to ask any questions you might have.
In this keynote, we'll dive into the complex world of bias. Helping you to understand how biases may shape decisions or lead us to wrong conclusions. We will explore common mistakes to avoid and how understanding communication biases can help us get our message across. This session will support Business Leaders, team managers, analysts and anyone who wants to influence positive decision making and action.
Engaging Presentations: Get to the point! This interactive workshop will help you to become a more accomplished communicator, delivering great messages which drive action and improvement. Continuing our Presentations Skills workshops this session will get to the point with clear actions and stop pointless presentations. Every time you communicate, you're trying to do something, change something, or move someone to action. The only way to make a point is to have a point, unfortunately the point often gets lost, hidden or mis-understood. This workshop will include practical takeaways for you to start using straight away, to help you to save time and become a better all round communicator.
What are the essential elements to a best practice forecast? This keynote will explore how we can learn from the past to shape the future with scenario models and if-then forecasts. Hearing from a range of members from across the industry sharing field engineer planning, back-office processing and customer contact to understand best practice. From low-data to data overload, understand what is good enough to support key decisions.
Rounding off the virtual conference and first stage of this year’s best practice programme with inspiration, ideas and clear net steps. This endnote will support your learning and takeaway ideas and how to turn this into an action plan.
Hear from CEO Phil Anderson and Director of Learning & Innovation Chris Rainsforth as they help you to shape your future. As always, plenty of practical ways of putting ideas into action and how to make the most of the annual best practice programme and best practice showcase in June & July.
Re-visit the Planning and Improvement cycle to hear how to create and implement your strategy more effectively. Improve your operational effectiveness along with key strategic decisions and the develop your influencing skills. Every organisation is different however the playbook concept is a tried and tested method for strategic and operational effectiveness which can work for everyone. Whatever timeline you are considering, from 3 to 5-years out to the next 15-minute interval, we need to know what we want to achieve and how to respond to changes.
Learn the latest best practice and hear practical examples from our members, as we bring to life how to increase flexibility and improve work-life-balance. Understand how to apply the flexibility matrix to describe contract hours, shift templates, time in office and time out of office variances. Learn how organisations have successful implemented shift preferences, duvet days and other strategies to attract and retain employees. This interactive workshop will be ideal for all Resource Planners and Customer Operational managers, along with scheduling and real-time analysts. Hear from members, as they share their stories.
Change can divide opinion, from those who love difference to those who like how things have always being done. Change teams are changing, moving away from a project to project approach to a sustain agile approach, where change is iterative and continuous. Learning from our Innovation & Transformation Awards finalists, hear how a range of organisations and engaged its people to drive improvement.
Shaping the Future
How can we prepare ourselves for whatever happens? How can we think forward and be confident with our best next decisions?
Hear from The Forum’s team of Specialists as they each share their inspiration thoughts on how to Shape the Future. Gain 6-different perspectives and diversity of thought as the team explores what Shaping the Future means to them.
This keynote is designed to inspire, reframe your thinking and help you to do something differently. 45mins
Experience the Difference: Harness the Power of AI Automation to deliver Winning CX It's tough out there in the CX space - customer demands are growing faster than your budget and resources, but you still need to deliver the level of service they expect. To keep up with demand, organisations are turning to AI and CX Automation, and enjoying unrivalled CX potential that delivers enterprise-wide benefits. Artificial Intelligence is continuing to make headlines, sparking a lot of interest across various sectors, with huge amounts of intrigue generated by AI. Many organisations are considering how they go beyond the chatter to best take advantage of the rapid innovations we are seeing.
In this session, we will explore how organisations successfully move forward into delivering real business value for their operations using Artificial Intelligence models – with the joint outcomes of delivering both improvements in CX and driving operational efficiencies.