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

Friday 20th March, 13:30

Endnote

Friday 20th March, 13:30

Conference Summary
Hear from Phil, Chris and Dave as they talk about their main takeaways from a packed week of learning.
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Categories: 2026 Spring CSP Virtual

Keynote: Redefining Data, Analytics & Insight

Keynote: Redefining Data, Analytics & Insight

Originally broadcasted on Thursday 19th March, 09:30

Resetting Insight explores how data, analytics and AI are moving from reporting to responsible, autonomous decision-making, and how organisations can embed insight directly into the systems that shape customer and colleague experiences.

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Categories: Library, 2026 Spring CSP Virtual

Technology Showcase

Technology Showcase

Originally broadcasted on Wednesday 18th March, 12:30

Join QStory's David Preece for a tech showcase of our Back Office solution, Work Item Manager. This session will demonstrate how the system acts as a "Back Office ACD'" to accurately capture true handling times, measure agent productivity, and replace gut-feel planning with reliable, data-driven metrics.

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Categories: Library, 2026 Spring CSP Virtual

Keynote: Redefining Operational Improvement

Wednesday 18th March, 09:30am

Keynote: Redefining Operational Improvement

Originally broadcasted on Wednesday 18th March, 09:30

Resetting Improvement explores how Quality, Learning, Knowledge and Continuous Improvement must evolve for a new era of customer operations, moving beyond legacy habits and outdated metrics toward adaptive frameworks, evidence‑based readiness and human‑centred performance that can thrive in the complexity of 2026 and beyond. 

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Categories: Library, 2026 Spring CSP Virtual

Apect Technology Showcase

Apect Technology Showcase

Originally broadcast on Tuesday 17th March, 12:30

From Excel to Execution: A New Way to Plan Capacity
Most contact centres still rely on spreadsheets to plan capacity and staffing, even though the pace of change has outgrown static models. In this 45-minute joint technology workshop, Aspect and Cinareo will show why moving beyond Excel is no longer optional, and what good capacity planning discipline looks like in practice.

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Categories: Library, 2026 Spring CSP Virtual

Keynote: Redefining Workforce Planning

Tuesday 17th March, 09:30

Keynote: Redefining Workforce Planning

Originally broadcast on Tuesday 17th March, 09:30

This keynote challenges outdated thinking in Resource Planning and redefines forecasting, insight, scheduling and Real-Time as a single system of strategic intelligence.

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Categories: Library, 2026 Spring CSP Virtual

Hiya Technology Showcase

Hiya Technology Showcase

Originally broadcast on Monday 16th March, 13:30

Join Hiya for a focused session on Branded Calling and how verified, identifiable outbound calls are transforming customer communication. As trust becomes critical to engagement, branded calling helps organizations improve answer rates, reduce call hesitation, and build confidence at the moment of contact. We’ll explore why it matters, how it aligns with evolving customer expectations, and practical ways to strengthen voice engagement.

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Categories: Library, 2026 Spring CSP Virtual

Verint Technology Showcase

Verint Technology Showcase

Originally broadcast on Monday 16th March, 12:30

The Real-Time Workforce, Realign the Moment: How Real-Time Insights Reshape Performance
Our Gold Sponsors Verint explore how moving beyond traditional WFM unlocks a new era of performance and employee experience. We’ll walk through the journey to Reset, Redefine and Realign—resetting long‑held assumptions about coaching, redefining performance through real‑time behavioural insight, and empowering agents to realign instantly with live coaching, instant EX scoring, and flexible scheduling tools. 

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Categories: Library, 2026 Spring CSP Virtual

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