Virtual & Regional Networking Groups

Our professional community is a unique, safe place to meet and share best practice. Join one of our free member networking events to discuss your challenges and explore new ideas with like-minded professionals. If you are not yet a member, you are welcome too. Please book ahead, as space is limited and they can fill up fast.

Book the virtual events listed below or contact us if you would like an event near you once travel restrictions are lifted. We have recently held events in Ireland, Scotland, NE and NW England, Yorkshire, London and the Midlands.


Managing Assumptions

Understand the need for everyone to realise the importance of managing your assumptions and how targets can drive behaviour

 - Consider the importance of assumptions in your models
 - Ensure understanding of the impact of variances through the day and between people
 - Build your stakeholder engagement

Data visualisation in Capacity Planning

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Help to make your Capacity Plans easier to understand and improve the way you inform and persuade your key stakeholders.

 - Understand why your existing reports don’t excite or engage your stakeholders
 - Learn the basics of data visualisation and how to communicate information
 - Apply “2 key questions” and start the use the tools and resource you need

Intro to the Planning Cycle

Date TBC

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs 
 - Play apart in driving continuous improvement and become the nerve-centre of the business

1-Day Telling A Story With Numbers Workshop

Date TBC

This one-day training workshop is the opportunity for you to discuss the benefits and implications of different approaches and learn about the critical factors to consider. Use this course to help you determine what approach to develop in your own operation.

  • Be able to display complex data in a simple way
  • Have techniques for emotional engagement
  • Have a clear engagement strategy

Planning & Insight in Field & Branch Operations

w/c 29th June, Virtual Learning With A Face-To-Face Day In November

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

Planning & Insight in the Back Office

w/c 12th October, 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

Best Practice in Planning

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 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

1-Day Stakeholder Engagement and Communication

Date TBC

Learn how to create your own stakeholder map and communication plan, teaching you basic influencing skills to help you succeed. After this course, you will;

  • Understand how to identify stakeholders and use a mapping tool
  • Create a communication plan and engagement strategies for stakeholders
  • Be able to deploy simple influencing skills at work

Building and optimising Real-time RAG Models

Hosted on 10th March 2020 by David Preece

Drive decisions and continuous improvement by building effective RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.

- Learn how to set appropriate thresholds for in-day reporting
- Understand different ways of engaging the operation
- Create a learning mechanism to drive continuous improvement

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

Hosted on 27th April 2020 by Phil Anderson and Paul Smedley

2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.

This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.

 - “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson
 - 2020 Best Practice Guide launch and chapter review
 - 2020 Best Practice Programme – how to get involved

Theme picker

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

Upcoming modules

We have a wide range of virtual modules coming up.

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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