Planning for COVID-19

The COVID-19 pandemic has impacted all of us and with schools now closed (until further notice) 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 a 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.

Series 3 is now available to book in Upcoming Modules


The Power of One

Hosted on 8th July 2021 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
 

Managing People – Module 1

Hosted on 8th Dec 2020 by David Preece

This is the first in a series of three modules exploring the skills required for effective People Management. In this module
 - Explore why managers – especially inexperienced managers – need support and help to thrive in their new role
 - Learn about the art of delegation; why it is important and the various stages of effective delegation

Free Webinar: How to motivate your team without mindreading Sponsored by Rising Vibe

Hosted on 5th November

During challenging times, it is very easy to feel the pressure to ‘make other people feel better’. Unfortunately for all of us we can only control what we feel, not how anyone else feels. 

During this webinar we will explore how to challenge and support your team to:
 - Take responsibility to get their own needs met by raising awareness 
 - Take action to get their needs met to enable self-motivation 
 - Recognise how their needs impact their resilience levels 

Join us for this exciting session featuring Lou Banks, Director and Founder of Rising Vibe. Lou wants you to feel better to do better in business. She’s passionate about helping you get to grips with emotion, tackle thoughts and address feelings. Because when this happens it can have a huge impact on business performance.
 

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.

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 

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

National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

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

Get in touch
The Forum,
PO Box 173
High Peak
SK17 1DL

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