Planning for COVID-19

The COVID-19 pandemic has impacted all of us and with schools now closed (until further notice) the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed a short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

Catch up with Series 2 here.


Free Webinar: Planning for COVID-19: Part 1 Forecasting

Hosted on 24th March 2020 by Phil Anderson and David Preece

Explore how to create more certainty from unknown unknown’s and develop a strategic view to planning for COVID-19 (Coronavirus). When there is so much uncertainty and rapidly changing customer behaviours how can we stay ahead of the game and put the right solutions in place? This learning academy module will look at the value of forecasting and alignment to strategic direction.

 - Understand your starting point and effectiveness of your workforce strategy/operating model
 - Collaborate to provide a trusted business forecast
 - Track and measure success and identify improvements

This is the first in a four-part series in the Planning COVID-19 learning academy series.
 

Read more

Categories: COVID-19

Free Webinar: Successful Homeworking Strategies

Hosted on 26th March 2020, by Phil Anderson & David Preece

Make Homeworking a successful and sustainable flexibility option for your business which support your people and customers. COVID-19 has created an urgent need for homeworking, those business’s who have previously said “no”, or “not this year”, have now reacted and bought 1,000 new laptops! Homeworking is more than just working from home, this webinar will explore 10-years of best practice from The Forum along with expert advice from established homeworking provider Arise and Sensee.

 - Best practice, top tips and practical case studies.
 - Classic pitfalls to avoid
 - How to create a sustainable homeworking strategy

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Categories: COVID-19

Free Webinar: Planning for COVID-19: Part 2 Scheduling, introducing flexibility

Hosted on 31st March 2020 by Phil Anderson and David Preece

Discover different ways to add and increase your flexibility to meet the changing demands for your business. Learn how to prepare your colleagues and how to support them into temporary changes to their working patterns. Learn how to increase and decrease hours, depending on your need.

 - Learn how other organisations have applied the flexibility toolkit
 - Pitfalls to avoid and classic mistakes that can come back to haunt you
 - Distinguish being tactical trials and pilot schemes and long-term strategy 

This is the second in a four-part series in the Planning COVID-19 learning academy series.
 

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Categories: COVID-19

Free Webinar: Planning for COVID-19: Part 4 Real-Time

Hosted on 9th April 2020 by Phil Anderson

The need for agility and flexibility is always great: at times like these, they are of paramount importance.  This session will show you how a focus on automation can help to release bandwidth for insight and analysis to benefit your organisation. 

 - Understand the flexibility toolkit and how it can be applied
 - Automate key functions and speed up Real Time response times
 - Close the loop to enable Learning & Understanding

This is the fourth in a four-part series in the Planning COVID-19 learning academy series.
 

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Categories: COVID-19

Free Webinar: Planning for COVID-19 Thinking beyond now and future building continuity

Hosted on 15th April by Phil Anderson

The COVID-19 pandemic is without doubt disruptive, meaning a significant change in the world of customer contact. However, this prompted a huge catalyst for redesigning your strategy, operating model and business continuity plans. This webinar will take a look at now and help us to start think of tomorrow.
 - Reflect and learn from different approaches to planning for COVID-19
 - Understand how Real-Time automation can support business continuity, with special guest Intradiem
 - Start to consider your exit strategy and prepare for the future “business as usual” 

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Categories: COVID-19

Free Webinar: Planning for COVID-19, Revisiting Homeworking

Hosted on 22nd April 2020 by Phil Anderson

How is your new virtual contact centre performing? Following on from the panel discussion last month, this is an opportunity to reflect on what you’ve achieved, learn from what other organisations have done and start to consider your long-term operating model.
 - Hear from industry professionals around their approach to Planning for COVID-19
 - What would you have done differently?
 - Start to consider your exit strategy and prepare for the future “business as usual” 

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Categories: COVID-19

Free Webinar: Planning for COVID-19, Lessons Learned

Hosted on 30th April 2020 by Phil Anderson

This module has been designed to introduce you to best practice ways of capture feedback and experiences from recent events to take into account for future projects. Key learning objectives:
 - Creating timelines and tagging data effectively
 - Capture quantitative and qualitative data
 - Learn different ways to review work and identify improvements

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Categories: COVID-19

Free Webinar: Planning for COVID-19 Series 2: What do we know and what will be different?

Hosted on 14th January 2021 by David Preece

With the latest lockdown now in place we need to understand what we can learn from our experience of 2020 whilst recognising the differences and new challenges we could face. This interactive webinar will cover:   
 - Lessons learned, tagging data and creating a framework for reference
 - Understanding what we know and the impact of this
 - Recognising what we don’t know and how this will be different

Free Webinar: Planning for COVID-19 Series 2: Forecasting with no data: Building Predictions that are trusted

Hosted on 21st Jan 2021 by Ian Robertson

Following on from the previous webinar, we will start to look at methods for building supply & demand forecasts when data is limited or not available.

Sponsored by Eleveo

Free Webinar: Planning for COVID-19 Series 2: The new flexibility challenge: temporary versus permanent solutions

Hosted on 11th Feb 2021 by Phil Anderson

11-months of temporary response are starting to feel like enduring solutions, this webinar will explore how flexibility is changing. Understand the new and changing demands of our colleagues and how to provide effective support.

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 Webinar Series 2

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

Conferences

National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
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