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. 

Free Webinar: Key Industry Trends in 2022 - The 3As

Hosted by Phil Anderson on 17th February 2022

Attrition, Attraction and Absence will be on going challenges during 2022. With a continued uncertainty around COVID and an indecision on what hybrid working really means, a number of problems will be experienced due the “3-A’s”.

  • Understand how to control your attrition and benchmark against the industry.
  • Develop an attraction strategy, helping to develop careers.
  • Learn how to manage absence to reduce the impact of Pandemic related sickness.

Free Webinar in partnership with NICE Systems

Hosted 3rd February 2022

Customer + Colleague + Corporate - The Changing Interdependencies within Contact Centre Stakeholders

Customer + Colleague + Corporate: Over time, each of these constituent parts of the contact centre ecosystem have traded focus. We are now in an age where colleagues and staff are seen as the key component to success. The "Great Resignation" is being driven by a highly competitive job market, with organisations competing for staff. What can contact centre managers to do combat this?

 - Drive up employee engagement

 - Offer effective development plans for staff

 - Understand and map out the Employee Journey

 - New definition of Hybrid Working

 - What role does WFM play?

The Power of One

Hosted by Phil Anderson

Teamwork and understanding the plan are critical to achieve strategic objectives.  However, too often this is left to chance and not an embedded behaviour. So easy to get wrong, fortunately easy to improve. This module will help you to:  

 - Understand the “power-of-one” and the impact of small changes.
 - Improve your on-the-day decision making and see the result for your customers and colleagues.
 - Learn the classic mistakes and how to overcome these

Free webinar: Facilitation

Hosted on 17th April 2021 by Phil Anderson

Facilitation is a valuable skill for any professional. Learn how you can manage a session so everyone can be share and be heard.

Free webinar: How to get out of your own way! Sponsored by Rising Vibe

Hosted on 25th February 2021

Why change doesn’t happen.

“Nothing in life is guaranteed except change, but I guess that could change”- Brent M. Jones

A considerable amount of investment is lost on change projects, change programmes and change initiatives, because barriers to change are rarely explored in enough detail, at individual level.

We need to be dissatisfied enough with where we are, and excited enough about where we’re going, to enable ANY change to happen.

In this webinar we will explore the Rising Vibe change equation which will help you identify and unblock (if you choose to!) your own barriers to change, which will also enable you to help others get out of their own way too.
 

Free Webinar: 2021 Theme & Best Practice Programme Launch

Hosted on 27th Jan 2021 by Phil Anderson

Learn how The Forum can inspire and support you during 2021, making the most of your membership and the community of best practice. 

 - Learn about our theme for 2021 and the context and possibilities for the year ahead
 - Hear the shortlisted finalists for the 2021 Awards as they are announced
 - Find out about our Best Practice programme for 2021 and how to get involved for members and the wider community.

Managing People – Module 3

Hosted on 8th Dec 2020 by David Preece

This is the third in a series of three modules exploring the skills required for effective People Management. In this module
 - Learn how seeing the big picture is an important skill for all managers and how helping others to share it benefits your business
 - Understand the art of giving feedback; why it is important to wield feedback like a wand, rather than a sword!

Managing People – Module 2

Hosted on 8th Dec 2020 by David Preece

This is the second in a series of three modules exploring the skills required for effective People Management. In this module
 - Discover the need for support from peers and managers and how to both ask for it and give it to others
 - Understand the importance of confidence and how to project it to help build trust and credibility
 

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