Upcoming Academy Modules

Over 140 modules of learning form the backbone of our academy, allowing you to focus on what is most relevant and important. Join the courses as online modules for just £45pp and pace yourself, with learning modules every month or quarter, to build a development plan for the year that is bespoke to your needs.


Real-time, Adherence and Conformance

15th July, 2pm

Measuring and managing adherence and conformance effectively is critical, however this is often mis-understood and can drive the wrong behaviour.  This module takes a close look at both measures, how they should calculated and classic mistakes. Learning outcomes include:
 - Understand how to calculate and report adherence and conformance
 - Define new measures which drive the right behaviour
 - Learn the pit falls to avoid and how to improve performance

Driving Strategy through Real Time

16th July, 14:00

Daily Real Time tasks work best when they are fully aligned to overarching business goals and objectives.  If they are not, the result in wasted effort and add no value.
 - Learn how to identify the strategy of your business
 - Understand the language of engagement and the benefit of strategic communication
 - See how volatile businesses use Playbooks to their advantage

Real-time, Adherence and Conformance

21st July, 10:30am

Measuring and managing adherence and conformance effectively is critical, however this is often mis-understood and can drive the wrong behaviour.  This module takes a close look at both measures, how they should calculated and classic mistakes. Learning outcomes include:
 - Understand how to calculate and report adherence and conformance
 - Define new measures which drive the right behaviour
 - Learn the pit falls to avoid and how to improve performance

Telling a story with numbers

13th August, 2pm

In this webinar we explore techniques for presenting and communicating data to support turning insight into action.  These include:
 - The Pyramid Principle
 - Emotional Engagement
 - The Pattern of Great Presentations

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

Theme picker

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


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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