Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, 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 three 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. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

Conference Endnote

Originally broadcast Friday 4th December 2020, 09:15

Positive habits for a successful career With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.

Technology Showcase: Arise

Originally broadcast Thursday 3rd December 2020, 14:00

When People Do Your Planning Using a ‘live’ demonstration of their award-winning Starmatic scheduling tool, Arise will demonstrate how you could let your People do your Planning, exploring performance gamification, agent preference scheduling, intraday variation and meeting unplanned demand.

Technology Showcase: Verint

Originally broadcast Thursday 3rd December 2020, 12:30

Hybrid Working: How to convert necessity into powerful choice True Workforce Engagement solutions not only empower agents with control and preference whilst delivering agility and visibility to your organisation, they also recreate the power of  ‘in office’ creativity and connected performance – online. Chris Rainsforth, Head of Operational Management Best Practice and Huw Jones, Manager, Solutions Consulting are our Verint speakers. 

Technology Showcase: Aspect

Originally broadcast Wednesday 2nd December 2020, 12:30

Enabling Flexible Working Practices As organisations embrace flexible working strategies for their contact centre and back office workforce what working practices are going to change and how can technology enable these? Join Aspect Software to understand more.

Technology Showcase: Anaplan

Originally broadcast Tuesday 1st December 2020, 12:30

Agile & Reactive Modelling: the key to Modern Planning We must take into account not only future trends but unforeseen events and market conditions. The ability to make good business decisions is completely reliant on a plan that is adaptable and flexible enough to react with resilience and speed. In this session you will see how many scenarios can be created and compared to enable a decision to be made with good principles and alignment to strategy.

Technology Showcase: The Modular Analytics Company

Originally broadcast Monday 30th November 2020, 12:30

See how data, technology and empathy can manage the customer experience. TMAC demonstrates real-life examples of  next best action, speech analytics and data-led team coaching working in tandem to drive revenue and create positive experiences for customers and agents alike.