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.

Endnote

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Categories: Library, Learning & Development, 2023 CC Videos

Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Categories: Library, Data, Analytics & Insight, Digital & Omni-Channel, 2023 CC Videos

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Categories: Library, Data, Analytics & Insight, Digital & Omni-Channel, 2023 CC Videos

Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, 2023 CC Videos

Interactive Keynote: Calabrio

Originally broadcast Tuesday 10th October, 13:30

Ed Creasey will present the latest research from Calabrio on the impact of AI on agents of the future, but it’s not what you might anticipate.

Categories: 2023 CC Videos

Technology Showcase: QStory

Originally broadcast Tuesday 10th October, 12:30

Hear from our partner QStory as they unveil their groundbreaking new feature – Agent Flex. It sets the new industry standard, giving agents unparalleled flexibility to propel the contact centre into a new era of adaptive workforce scheduling.

Categories: 2023 CC Videos

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Categories: Library, Learning & Development, 2023 CC Videos

Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

Categories: Library, Data, Analytics & Insight, Back Office & Beyond The Contact Centre, Digital & Omni-Channel, 2023 CC Videos

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