Upcoming Leadership Events

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.

This Autumn The Forum will be hosting a series of Strategic virtual round-table discussions designed to develop thought leadership and best practice material. Our intention is to develop thought leadership around future workforce strategies, taking a look at steps taken during COVID-19 and the transition to the future. Each session will be recorded, with an edited transcription published and shared around the wider group and community. Future sessions will develop previous discussions and bring in new questions. Each month a new article will be published designed to be built upon exploring new different, but connected, topics. This will lead to a comprehensive article reflecting the comments of all sessions. Each discussion group will be kept small, to give each attendee the opportunity to contribute and answer the key questions, whilst allowing time for the topic area to grow.

The traditional working environment has been challenged, how will future workforce strategies look, thinking of the working environment, including: property, office-homeworking hybrids; suitable technology and business culture?

Strategy & Leadership Autumn Programme - Part 2

Virtually on 8th October, 09:30 - 11:30

How do we create a genuinely agile workforce? How can homeworking become a sustainable scheduling strategy? What does an office-homeworking hybrid look like for you?

The flexibility and agility of our business practices have been challenged, customer journeys have been redesigned and internal processes have been changed. Do we just return to how things used to be done, or do we rebuild a new way. To deliver the business strategy we need the right supporting workforce strategy, what could/should this look like, what shouldn’t happen?

Sponsored by

Strategy & Leadership Autumn Programme - Part 3

Virtually On 11th November, 09:30 - 11:30

What technology is required and what is currently missing to support the future working environment?

Whatever our future workforce strategy looks like, technology will play a huge part to support this. How has your current technology infrastructure supported you during disaster recovery, what has been key to current operations, what has been missing? What new technology needs to be considered?

Sponsored by

 

Strategy & Leadership Autumn Programme - Part 4

Virtually On 10th December, 09:30 - 11:30

How will the business culture change? What needed to stop, and this have been a great opportunity to change? What needs to remain, however it may be difficult to keep?

Every business has been impacted by COVID-19, as every employee life has changed due to lockdown measures and social distancing. How has the business culture changed or adapted to new working conditions? How could/should the business culture evolve, or change to thrive in the new normal?

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

Catch up with past Leadership Forum Events

Planning & Insight in Field & Branch Operations

Next Date TBC

Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this session, you will understand;

 - The key drivers of performance and how to explain them
 - How to set up effective data, reporting & comms plans
 - Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting

Strategy & Leadership: Impossible to Inevitable Assisted Learning Pathway

W/C 7th December, Virtual Learning

This learning pathway will take you on a journey to help you change your mindset and learn key professional skills to support your role now and in the future.  Combining The Forum’s Learning Academy and i2i Goal Achievement programmes, along with monthly tutorials you can benefit from working alongside a cohort group, bespoke learning and mentoring support from The Forum and i2i.

Best Practice in Quality & Improvement Assisted Learning Pathway

18th November, Virtual Learning

This course is for professionals, who want to make a tangible difference over the coming year, with robust frameworks for quality and improvement, based on proven methods.  Through the programme, you will:

- Learn how to put customer experience and quality at the heart of your operating model & culture.
- Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
- Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
- See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

Best Practice in Planning Assisted Learning Pathway

W/C 9th November, Virtual Learning

Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this course, you will;

 - See how each planning stage impacts others
 - Explore the importance of handoffs and the data journey
 - Understand the importance of shrinkage and forecasting in maintaining an effective plan

Capacity Planning, Forecasting & Budgets Assisted Learning Pathway

W/C 9th November, Virtual Learning

This course gives you knowledge to support you in your role and overcome the obstacles you face, to help you create a culture of data-driven decision making.

After this course, you will understand;

 - The key numbers in a capacity plan & how to explain them
 - How plans & forecasts flows from strategy & budgets through the entire planning cycle
 - Managing data to ensure a single version of the truth

Scheduling & Wellness: Managing Flexibility Assisted Learning Pathway

W/C 9th November, Virtual Learning

Learn about lifestyle and wellness options that help balance people with business needs and explore the volatility of your operations’ workload.

After this course, you will understand;

 - How to analyse your flexibility requirements and opportunities
 - What options are available to improve your coverage while supporting wellness & lifestyle
 - How to develop a flexibility strategy that is a corporate asset

Operational Readiness & Effectiveness Assisted Learning Pathway

W/C 9th November, Virtual Learning

Learn how to determine the optimal approach and build an operational playbook, in order to improve your Real-Time function and tactical planning framework.

After this course, you will understand;

 - The role of Real-Time and how to add most value as analysts
 - The predictability/impact of events. How to set effective triggers and actions
 - How to analyse your flexibility demands and manage shrinkage

Best Practice in Insight, Reporting and Analysis Assisted Learning Pathway

W/C 9th November, Virtual Learning

Learn the secrets of great analysis and reporting that drives action, whether working on resourcing, customer, performance, analytics or other types of data.

After this session, you will understand;

 - What good looks like: with examples, trends, top tips and pitfalls to avoid
 - How reports & presentations can drive brilliant learning
 - Methods to improve data structure, accuracy and analysis

Planning & Insight in the Back Office Assisted Learning Pathway

w/c 9th November, Virtual Kickoff

Learn how to apply the whole planning cycle, from capacity to scheduling & real time, with the chance to explore further your role and where it fits in.

After this session, you will understand;

 - The key elements of capacity plans and backlog management
 - How to set up effective data, reporting & comms plans
 - Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

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