Conferences

The Forum holds key conferences through out the year including our flagship Spring Customer Strategy and Planning, Our Summer Best Practice Showcase and Autumn #RaisingStandards conferences that offer a great opportunity to learn, share and network.

Are you a Director or Senior Leader?
Join our regular forums to raise standards in customer operations together. The Forum holds events for leaders to network and hear from inspirational speakers throughout the year.

Leadership Events

2024 Best Practice Showcase (In-Person)

Thursday 27th June 2024, Principal Hotel, York

Learn WHAT our award finalists are doing to keep “Raising Standards in Customer Operations”.
This conference offers a unique chance for you to learn directly from our Awards winners. You will hear from the teams and individuals who are making a difference in their business, powerful partnerships whether that is with a technology provider or an outsource partnership. Finally, you can discover how large transformation projects have made massive changes in any business.

Speakers will be announced following the announcement of our award winners in April 2024 at Mercure Hotel, Manchester.

Categories: 2024 BP Showcase

2024 Best Practice Showcase (Virtual)

2nd - 4th July 2024

Learn WHAT our award finalists are doing to keep “Raising Standards in Customer Operations”.
This conference offers a unique chance for you to learn directly from our Awards winners. You will hear from the teams and individuals who are making a difference in their business, powerful partnerships whether that is with a technology provider or an outsource partnership. Finally, you can discover how large transformation projects have made massive changes in any business.

Speakers will be announced following the announcement of our award winners in April 2024 at Mercure Hotel, Manchester.

Categories: Conferences, 2024 BP Showcase

2024 Autumn Conference #RaisingStandards (Virtual)

14th - 18th October 2024

Learn HOW you can apply "Best Practice"
Designed specifically for Planning, Insight and Quality & Customer Experience Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change whilst having the opportunity to collaborate with others. Bring new ideas and techniques back that will raise standards within your “Customer Operation”.

2024 Autumn Conference #RaisingStandards (In-Person)

Tuesday 5th November 2024, Delta by Marriot - Nottingham Belfry Hotel

Learn HOW our community is applying “Best Practice”
This conference is designed specifically for Planning, Insight and Quality & Customer Experience Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change whilst having the opportunity to collaborate with others. Bring new ideas and techniques back that will raise standards within your “Customer Operation”.

On-Demand Conferences

Catch up on the presentations from our previous conferences.

How to share bad news

What happens when analysis says we are going to fail to achieve our goals no matter what we do? Ian Robertson shares insight from the Predictive Analysis Network about the costs of unrealistic targets.

Partner Article: EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement

Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes

Partner Article: Revolutionising Customer Service Capacity Planning with Advanced Technologies

Revolutionising Customer Service Capacity Planning with Advanced Technologies

By Paul Milloy, Business Consultant at Intradiem

Free Webinar: Create change with a Leap Of Faith – Rising Vibe

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'.

The behavioural science of turning insights to action

How do we translate data into action? The Sabio team explore ways to generate actionable insight and embed new behaviours in our operations.

Partner Article: The Contact Company Selects Calabrio WFM to Power BPO Operations

Calabrio, the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans. TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment.

Forecasting in a volatile and uncertain world

The purpose of a forecast isn’t to predict the future, it is to prepare for it. A good forecast highlights the level of flexibility we need. This skill is vital as we face continuing waves of change.

Partner Article: 7 tips for transitioning from fixed shifts to optimized schedules

The goal of workforce management (WFM) is to optimize the deployment of the most valuable - and costly - resource in every contact center: the employees. That won’t happen unless you optimize the shifts of your employees. Yet we often see contact centers using old-fashioned fixed shifts and rotas even when they have a WFM system that enables more sophisticated scheduling. Why does that happen? Why is it a bad idea? And what is the best way to transition from fixed shifts to optimized schedules?

Free webinar: Learn from our award-winning customers with Calabrio

Calabrio customers swept The 2023 Forum Awards with 8 shortlisted and 4 wins, including the Department for Education and Hoover Candy who both picked up prestigious Planning awards. Join self-confessed WFO enthusiast and expert, Scott Budding, for a lively discussion on best practice from our award-winning customers, and live demonstration of the top capabilities of Calabrio's solution as voted by our users!

How to be a great facilitator

We build strength in numbers when we collaborate and learn together. Good facilitation is a critical skill for all professionals, at any stage of their career.

Partner Article: The Forum Webinar Operational Excellence Write Up

At a recent Strategy & Leadership discussion by The Forum, we focused on the theme “Strength in Numbers”, highlighting the crucial role of community and relationships in successfully navigating uncertainty - of which there has been an abundance of in recent times.

Be better together!

We are each unique, one of a kind, so we don’t experience events in the same way. Yet we live in a complex, nuanced world, where working together has never been more important. Dawn Wray shares insights from the world of psychotherapy to explore the things we can ‘do’ to ‘be’ better together.

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.
Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum Team .