Originally broadcast Monday 1st November 2021, 09:30

How has our thinking changed during 2021? Phil Anderson and Dave Vernon, Directors at The Forum will explore the ever-changing business environment and the different approaches being taken to drive forward with improvements.

Originally broadcast Monday 1st November 2021, 10:30

Paddy Coleman, hear from the founder of QStory, his journey into planning and driving innovation with Real-Time automation

Originally broadcast Monday 1st November 2021, 12:30

David Preece talks about why Agility is the only defence your Contact Centre has against volatility and why Intraday Automation is the key to achieving it.

Originally broadcast Monday 1st November 2021, 13:15

 Join Sabio as we explore the #1 megatrend in the customer experience industry that nobody is talking about. 

Originally broadcast Tuesday 2nd November 2021, 12:30

Ed Creasey discusses how the potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era. 

Originally broadcast Tuesday 2nd November 2021, 13:15

Graeme Gabriel and David Kay share practical top tips, tactical insight and strategic vision for digital planning. 

Originally broadcast Tuesday 2nd November 2021, 14:15

Mark Brown of Virgin Media and Paul Milloy of Intradiem discuss how investing in people and technology is the key to the future of Customer Service. 

Originally broadcast Wednesday 3rd November 2021, 12:30

A panel discussion on the tools and processes required to deliver flexible work-from-home options for employees, as well as high productivity, cost savings and great CX

Originally broadcast Wednesday 3rd November 2021, 13:15

Getting started with Machine Learning and introduction for analysts. 

Originally broadcast Wednesday 3rd November 2021, 14:15

The evolution of workforce management with intelligent automation, hear how this has made a real difference at AXA. 

Originally broadcast Thursday 4th November 2021, 10:30

Learn how Verint’s clients adopted Verint KM to close the gap between ever increasing customer interactions, channels, and expectations, with the same or reducing resource levels. 

Originally broadcast Friday 5th November 2021, 09:30

Learn how to invest your time wisely to help you spend time on the things that matter the most. Doing something different on a daily basis.