Award Winners: Planning Analysts

Originally broadcast Wednesday 3rd July, 13:15

Learn from Analysts of the Year; Michelle Adshead at VitalityHealth and Kristie-Leigh Armstrong from BT Group and our Rising Stars; Lauren Laycock at NFU Mutual and Kirsty Ritchie of Wheatley Housing.

Best Practice Partnerships: Hear from the judges

Originally broadcast Wednesday 3rd July, 10:30

In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process. 

Innovation Winners: Bank of Ireland & TSB

Originally broadcast Wednesday 3rd July, 09:30

Hear from Best Practice in Branch Planning winners Bank of Ireland and the Planning Team of the Year, TSB.

Award Winners: Planning Teams

Originally broadcast on Tuesday 2nd July, 14:15

Learn how Real-Time Team of the Year, eBay reintroduced Real-Time globally. Hear from Lloyds Banking Group on how they achieved a Best Practice Shift Review. 

Innovation Winners: Indeed & OVO Energy

Originally broadcast Tuesday 2nd July, 10:30

Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation.

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

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

How to win an award in less than 20 years!

In April 2007, Alison Conaghan and I attended The Forum’s annual Customer Strategy & Planning conference. Over the next two days we watched dozens of talks, keynotes, case studies, training events and, very importantly, the Innovation Awards ceremony. We learned a lot at that information-packed and inspiring event and walked away with our little  heads full of ideas to revolutionise WFM in our company. Above all though, that conference left us united by a single objective: to win the overall Innovation of the Year Award at the next Forum conference.

Partner Article: Calabrio integrates its software with Avaya Experience Platform Public Cloud

Calabrio has announced that it has integrated another solution with Avaya as part of its longstanding relationship with the leader in customer experience and communications solutions. This one sees the award-winning Calabrio Workforce Management (WFM) solution integrate with Avaya Experience Platform™ (AXP) Public Cloud in a milestone collaboration that will revolutionise the landscape for contact centres looking to innovate and modernise in the cloud. 

Partner Article: Calabrio Introduces AI-Driven Bot Analytics to Enhance Quality Management

Calabrio, the workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centres more performance data and insights to streamline and enhance the user experience.  

Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots; organising all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently.  

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. 

Technology Showcase: Verint

Originally broadcast on Wednesday 15th May, 12:30

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. Hear from our partners Verint as they share new ideas. 

Technology Showcase: Business Systems

Originally broadcast on Tuesday 14th May, 13:15

In this session, Business Systems is joined by Zen Internet to discuss Zen’s Workforce Engagement Management transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution. 

Technology Showcase: Calabrio

Originally broadcast on Tuesday 14th May, 12:30

Scott Budding from Calabrio reveals the latest Contact Centre trends. Drawing from real-life examples of award-winning Calabrio customers, Scott will showcase CX best practices. 

Technology Showcase: Sabio

Originally broadcast Monday 13th May, 12:30

Even with the best schedule, things often don't go according to plan! Learn how Sabio's Mission Control can compliment your Genesys Cloud solution to support your real-time management process. We'll take you through delivering on-the-fly skill and routing changes, as well as the upcoming 'Dynamic SLA Routing' feature which automatically reskills, based on SLA performance.

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 Partnership Awards: Verint & Vitality Health

This collaborative and professional partnership has revolutionised back office operations and enhanced customer experiences at Vitality Health. The deployment of Verint Operational Manager has given visibility, streamlined processes, improved data analytics, and facilitated better demand planning. The outcome was not only a substantial increase in operational efficiency but also a significant reduction in customer complaint resolution times, reduced from two months to 72 hours. A strong sense of professionalism and a governance framework has been key to delivering and demonstrating the success of this implementation.
 

2024 Partnership Awards: Tambla and Leeds Bradford Airport

Collaboration and joint ownership of the plan has been key to the success of the implementation of a WFM solution, tailored to the aviation industry. This has supported LBA’s passenger growth and service delivery expectations and enabled a consolidation and centralisation of their planning and forecasting functions. There is now a clear view of workload and staffing levels, this has enabled data-led decision making to improve operational performance, queues in security have been reduced and SLAs with airlines are being met, all helping the airport to bounce back post pandemic.

2024 Partnership Awards: SVL and Hoover Candy

A consultative approach from SVL identified that Calabrio would provide Hoover Candy with a tool that not only reduced manual processes but also delivered self-service functionality for agents to have more control over their schedules. SVL worked closely with Hoover Candy to plan the roadmap forthe roll out to focus on areas that would get buy in from internal stakeholders early in the process and to resolve technical issues with some of the key interfaces. Open communication and a deep understanding of their clients’ needs has been key to the success of this relationship.

2024 Partnership Awards: Sabio & DHL

In a strategic partnership with Sabio, DHL Express UK embarked on transforming its resource planning and employee engagement, addressing staffing inconsistencies and inefficiencies. By overhauling their Workforce Management system, focussing on accuracy, optimisation, and schedule flexibility, they achieved significant improvements in forecast accuracy, resource efficiency, and employee satisfaction. Sabio took time to understand DHL, and their service goals, and worked hard to support and upskill the team at DHL. These efforts led to marked cost savings, showcasing the value of leveraging technology and innovation in the logistics industry.

2024 Partnership Awards: QStory & Jet2holidays

A mature and established partnership between QStory and Jet2holidays delivered an extremely successful intraday automation implementation, which has been a great enabler for Jet2holidays homeworking model. Once they had a better visibility of their absence, QStory supported Jet2holidays with the establishment of a centralised absence management function SMART. The QStory policy of retaining 30% of developer time to be available to work on customer requests has been a real enabler for this change, ROI and stakeholder impact has been positive. Jet2holidays are so delighted that QStory were awarded one of their coveted supplier awards.

2024 Partnership Awards: NICE and BT Group

Driven by a goal to discover whether NICE’s NEVA technology could be used to support scheduling activities, NICE and BT Group worked together as one team to design a solution. By adopting NICE’s NEVA technology, they were able to reduce the number of interdependent systems, remove transactional work, and create new skills and career development opportunities for schedulers to learn robotics. This venture was built on mutual respect, open communication, and shared goals, and created a new use case for NEVA which works for BT Group and which NICE can share with their customers.