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. 

2024 Theme: Shaping the Future

Words, picture, emotions; what does a theme mean to you?
Read more

Categories: Library

Sensée launches Surge emergency response service

Work-from-home CX specialist Sensée has launched an emergency response service for organisations needing extra trained personnel at short notice to manage spikes in customer contact.

How does a knowledge hub work?

Learn how to create a knowledgeguided experience for customers and colleagues. Stephen Kennedy explores 7 best practice tips to turbocharge knowledge.
Read more

Categories: Library

AI automation: next generation speech and text analytics

Chris Rainsforth at The Forum was talking with Carolina Lemos, formerly Product Marketing Manager at Talkdesk
Read more

Categories: Library

The Forum has become an Employee Ownership Trust

This means that Paul Smedley has placed full ownership of The Forum in the hands of an Employee Ownership Trust (EOT), in perpetuity, making us fit for the long-term future.
 
The purpose of The Forum is to raise standards in customer operations by enabling members of our professional communities to learn, share and innovate.
Read more

Categories: Library

Partner Article: Calabrio Acquires AI and Bot Analytics Company Wysdom to Revolutionise the Customer Experience

Minneapolis, MN — January 9— Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximise agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents. 

Partner Article: From AI theory to practice: Insights from customer service

By Paul Milloy, Business Consultant at Intradiem

The future of insight

Aim for more signal, less noise, and make insights personal and relevant, like a fitness watch. If insight is the capacity to gain an accurate and deep understanding, how do we empower people to use this to make decisions and mistakes, and learn from these?
Read more

Categories: Library

1345678910Last