Endnote: Raising Standards

Originally broadcast Friday 28th March 2025 at 13:30

Closing the week with practical tips on how to use learning to drive action and raise standards. 

25 Years of Innovation & Transformation Keynote

Originally broadcast Friday 28th March at 09:30

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.

Technology Showcase: Verint

Originally broadcast Wednesday 26th March at 12:30

Moving from AI Experiments to AI Success in the Contact Centre and Beyond
Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives.

Technology Showcase: NICE

Originally broadcast Tuesday 25th March 2025 at 13:30

WFM Augmentation 
AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE demonstrates how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre

Membership Panel Discussion

Originally broadcast Monday 24th March 2025, 10:30

Membership – The Value of a Professional Community
Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally

Opening Keynote - Raising Standards

Originally broadcast Monday 24th March 2025, 09:30

The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence.

90% of bad Trustpilot reviews trace back to email, paper, and phone

If you want to see a new way to solve this problem, then this session is for you.

Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.

Learning & Development with The Forum

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience. 

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

How you can use this week to learn from our members. 

Endnote: Shaping the future: supporting your best next actions

Originally broadcast on Friday 17th May, 12:30.

Rounding off the virtual conference and first stage of this year's best practice programme with inspiration, ideas and clear next steps. This endnote will support your learning, and give you takeaway ideas on how to turn this into an action plan. 

Opening Keynote: Shaping the Future

Originally broadcast Monday 13th May, 09:30

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.

2024 Data, Analytics & Insight Awards: Ravi Kumar Samala at Firstsource

Firstsource Solutions revolutionised its risk management with a digital-first strategy, under Ravi’s leadership. This case study highlights the transition from expensive, rigid third-party tools to custom digital solutions, enhancing operational risk management and business continuity. Implementing in-house tools like the Operations Health Dashboard significantly cut costs and improved efficiency. This transformation not only saved £170,000 in licence costs over two years but also fostered a robust risk-aware culture, showcasing the impact of digital innovation on organisational resilience and efficiency.

2024 Data, Analytics & Insight Awards: The AA Forecasting Team

The AA’s forecasting team has been pivotal in optimising breakdown services through a predictive model linking weather data to breakdowns, improving resource allocation and response times. Their analysis has driven digital advancements, streamlining operations and enhancing customer interactions by filtering simpler queries online. They also evaluate economic and market trends for strategic planning. This work ensures The AA adapts efficiently to customer needs and maintains leadership in service excellence, highlighting the team’s essential role in operational and strategic decisions.

2024 Data, Analytics & Insight Awards: Three Ireland Insight Team

The ROI insight team at Three Ireland have utilised Microsoft Power Apps to revamp internal processes and enhance workplace culture. This move aimed at ditching outdated communication methods for a more efficient, engaging approach to reporting. The initiative led to improved operational efficiency, higher employee engagement, and significant cost savings. Power Apps helped automate tasks, saving 900 hours annually and fostering a culture of innovation. Future plans include developing an “Everything App” and integrating AI to further advance their digital efforts.

2024 Planning Awards: Sam Collings at OVO Energy

Sam renewed the approach to recruitment and training. With her approach, the blend of weekend and remote workers has enhanced operational efficiency and relieved pressure on agents whilst improving morale. Embracing social media, they maintained service levels and reduced contact volume, achieving a 70% satisfaction rate and a 33% decrease in queries. Sam’s data analytics have driven continuous improvement, enabling personalised service and proactive customer engagement.

2024 Planning Awards: Mark Lincoln at Aviva

Mark aligned working patterns with demand which led to improved service quality and a 9% increase in queries handled and he was able to recognise nuances between voice and chat scheduling to optimise agent efficiency. By leveraging both experiential knowledge and analytical tools Mark advocates for a blend of instinct and data-driven insights, with an emphasis on the importance of historical data for forecasting.

2024 Innovation & Transformation Awards: Empowering Workforce Through Employee Flexibility at hgs

Creating flexibility and improving work-life-balance is at the heart of this case study. The Planning team have embraced technology to support the  digital first strategy by utilising key features to provide greater flexibility for its people. Empowering people, allowing them to have more control over the working schedules and breaks has also meant removing unnecessary communication and manual tasks, to free the Planning team to add more value.

Operational Readiness

This video is to accompany the article in the 2024 Best Practice Guide: Shaping the Future

Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.