Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning. They will be scheduled through the year and you can submit your interest at any point.

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

Free Webinar: Micro scheduling, peak shaving and split shifts: Innovations in Planning and the homeworking operating model. Sponsored by Sensée

16th July, 12:00

The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.

In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts.  As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.

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

Introduction to Influencing Skills

21st July, 14:00

Being able to influence the decision of others is a key skill for all planners.  In this session, learn the basic approaches which will allow your audience to process information in their own way, using their beliefs and memories to deliver great outcomes.
 - Learn the difference between Tell, Ask and Influence
 - Understand how people make decisions
 - See how the language of engagement helps influencing

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

Telling a story with numbers

19th August, 10:30am

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

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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 & 29th September 2020
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.

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