Originally broadcast Thursday 1st October 2020, 12:30
Inspired People go above and beyond – so how can you inspire your employees to engage with your planning team to drive impressive ROI? Your employees need to work in a positive environment so they can continue to grow, remained inspired and be more productive. So how can WFM help with this?
Originally broadcast Friday 2nd October 2020, 12:30
The State of the Contact Centre: Embracing the Evolving World of Work Join Ed Creasey, Director of Pre-Sales for Calabrio, as we explore how leading contact centres are turning disruption to their advantage. From the rapid increase in importance of the contact centre, to changes in demands from employees and customers, we will be envisioning the contact centre of the future. Join us to discuss tangible ways to embrace this evolving world of work.
Originally broadcast Friday 4th December 2020, 09:15
Positive habits for a successful career With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.
Facilitation is a valuable skill for any professional. Learn how you can manage a session so everyone can be share and be heard.
Originally broadcast Monday 26th April. 2021, 09:30
Hear from Phil Anderson, Director at The Forum with the conference opening keynote. Understand how disruption can pave the way for new opportunities and how you can become key to unlocking change and development.
Originally broadcast Friday 30th April 2021, 09:30
Hear from Phil Anderson, Director at The Forum on moving from Impossible to Inevitable. This endnote will explore different ways to transform as a person, as a team and as an organisation. Take a closer look at key professional skills and hear from a panel of professionals who have all demonstrated how they are key to unlocking opportunities, several of them graduates from our Leadership Assisted Learning Pathway.
The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.
On Tuesday 12th October 2021, Lou Carter, founder of Rising Vibe, delivered her very first TEDx talk; Curiosity Cured The Fakeaholic, which explored how our innate fear of judgement stops us being honest about how we feel. A by-product of this is that we don’t have the conversations that matter…
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, 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 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.
Originally broadcast Thursday 7th April 2022, 12:30
Webhelp & Centrical – WEM’s Moment of Truth? Transformation leaders from Webhelp will share how they’re redefining their CX operating model, leveraging real-time performance management, advanced gamification, and microlearning to engage employees and push the limits of performance with Centrical.
Originally broadcast Wednesday 13th April 2022, 09:30
Hear from Lucy O'Shea, Hoist Finance a member of our Leaders of the Future programme, and the Forum team on how to gain the confidence to move ahead and move up.
For our 22nd year, we focus on the opportunity we have, as professionals, to drive successful improvements, whether in planning, insight, or customer experience. This Best Practice theme for 2022 represents the next stage of this coming of age for our professional disciplines.
So, we invite you to consider your moments of truth. What makes you confident to succeed?
At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.
As the world reboots after the firm reset of the Pandemic, we have the opportunity to revisit, redefine and reshape how we have done things. 2020 was a strange year, especially for annual leave, as lockdown restrictions changed how we used annual leave and the Government stating leave can be carried over, firmly “kicking the can” down the road, to give us a problem for another day (or year).
Originally broadcast Monday 14th November 2022, 09:30
Hear from Chris & Phil as they discuss the benefits of being prepared.
Originally broadcast Monday 14th November 2022, 12:30
Are your agents empowered to be Brand Guardians? Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.
Originally broadcast Tuesday 15th November 2022, 12:30
The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw Jones, Workforce Management Guru at Verint.
Originally broadcast Thursday 17th November 2022, 12:30
Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience).
Originally broadcast Friday 18th November 2022, 12:30
Hear from a Forum Hero and organisations who have taken a team approach to learning.
Originally broadcast Monday 15th May 2023, 09:30
Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.
Originally broadcast Monday 15th May 2023, 12:30
WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.
Originally broadcast Wednesday 17th May 2023, 13:15
2023 Workforce & Global Operation Leader Insights. 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!
A Leap Of Faith is an act of believing in or attempting something whose existence or outcome cannot be proven or known.
So much of the work we do with our clients around culture change requires a leap of faith. Without taking action, 'giving it a go', doing something differently or experimenting with a 'new way', NOTHING changes. Let me repeat this NOTHING changes. Yet the majority of human beings need some kind of 'proof' that it will all work out BEFORE they are prepared to take 'that action'.
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