Planning For COVID-19 Series 2

The latest Government lockdown announcement felt unfortunately familiar. Though this feels like “we’ve been here before” and we have a huge amount of learning from 2020, there are a number of subtle differences from 2020. There is no doubt there are now plenty of Known Knowns, we don’t know what the new unknown unknown’s are.

As always The Forum is here to support you and we wanted to let you know how you can get involved and feel supported over the next few months. We are also hosting our regular networking groups in the coming months.

Recorded webinars are listed at the bottom of the page.

Catch up with the webinars in Series 1.



Root Cause Analysis

Hosted on 21st April 2020 by Ian Robertson

Root cause analysis is a core skill for analysts and forecasters but is something that few of us do well.  If we want to predict or shape the future it is vital that we understand the past.  In this webinar we will explore

- Why do we need root cause analysis
- How do we ensure we are asking the right questions
- Common Mistakes
- Use of technology to support root cause analysis

Accuracy & Confidence

Hosted on 15th June 2020 by Ian Robertson

Accuracy is important in any insight or forecast we produce but 100% accuracy is often not possible. In this module we will explore some statistical techniques to understand the accuracy and limitations of our insight and forecasts and how to communicate this with your stakeholders. In this module we will cover:
 - Standard Deviation  
 - Margin of error  
 - The language of confidence

The Pyramid Principle for Effective Communication

Hosted on 17th July 2020 by Ian Roberston

Like us our stakeholders have limited time, we rarely read every emails and report we receive end to end, and neither do they. We may have just a few seconds to land our message and get our audience to take action or read on. The pyramid principle is a simple technique to help you structure your communications and reports to quickly answer the “So what?” and land your core message.

Emotional Engagement & The Power of Stories

Hosted on 17th July 2020 by Ian Robertson

Often facts and data will not get our message across. We need to understand our audience and use emotional engagement techniques to bring our insight to life. In this module we explore some simple emotional engagement techniques to make your communications, presentations and reports more meaningful. We also explore the power of stories in understanding our stakeholders and overcoming their fears and doubts.

Data Visualisation

Hosted on 22nd July 2020 By Ian Robertson

Explore effective ways of presenting data in a meaningful, interesting and engaging way. 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 

The Four Lens Model – Delivering the company’s strategy

Hosted on 24th July 2020 by Ian Robertson

In this module we look at our Strategy Pyramid Model from the perspective of quality and improvement.    
 - Hear how to reduce conflicts within your organisation
 - See how to give focus where it matters
 - Learn how to deliver balanced and sustainable value and benefits that support your organisational strategies

The Quality & Improvement Cycle

Hosted on 30th July 2020 by Paul Smedley

Learn the role quality and improvement can play in implementing your strategic objectives.  Understand the importance of your role and how you can help others.    
 - Hear how a framework can help us drive success
 - See “The Quality & Improvement Cycle”: step by step
 - Learn how to transform your impact within your operation

Review Frameworks

Hosted on 19th August 2020 by Ian Robertson

For effective quality and improvement we need review frameworks but these aren’t always as effective as they could be.  In this module we explore the principles that will allow you to design and use your frameworks to deliver real value.
 - Hear about the purpose of review frameworks and the value they can deliver.
 - See the different types of frameworks we need to deliver sustainable improvement
 - Learn from some of the most frequently asked questions from our members.

Free Webinar: The Agents' Voice - hear what they have to say

Hosted on 22nd October 2020

Research findings that will surprise you

QStory will share with you recently conducted research with Contact Centre agents to understand what really drives them, why they move jobs, what makes them happy, what they think makes the customer happy and why they want to stay with their employer.

Join QStory's COO Fiona Coleman and Customer Success Manager, Tony D'Cruze are joined by Marcus Hickman from Davies Hickman and special guest Martin Teasdale.

Free webinar: A journey worth taking sponsored by Business Systems

Hosted on 25th November 2020

It can be too easy to repair the mistakes that we see and not explore the reason behind these. This webinar will take a look at how clear business strategies along with right customer journeys support meaningful work and a respectful culture for employees.
 - Discover the benefits of understanding the customer journey
 - Set clear metrics to drive the right outcomes and behaviours
 - Become more efficient and drive continuous improvement
No one said this would be easy, but it is definitely possible

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

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2020
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
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Birdhall Lane,
Stockport, SK3 0XA

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