2025 Best Practice Guide
Raising Standards

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. 

Webinar: Ditch the spreadsheets: modernise your front- and back-office planning in partnership with Anaplan

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Webinar: Ditch the spreadsheets: modernise your front- and back-office planning in partnership with Anaplan
Increasing channel complexity, staffing shortages, growing cost pressure, and the rapid rise of AI are pushing front- and back-office operations – especially contact centres – to their limits. Yet, 80% of contact centres still rely on spreadsheets to manage all or part of their workforce capacity planning. 
Join us for this webinar to find out how to transform decades-old processes and discover how peer organisations are transforming their front- and back-office workforce planning to: 
 - Overcome channel complexity and manual processes to enhance efficiency and the customer experience 
 - Improve forecast accuracy and minimise over- and understaffing 
 - Boost collaboration with finance and HR to ensure your workforce plans align with your strategic goals and business demands 
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Categories: On-Demand Webinar Recording

2025 Best Practice Programme Launch

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2025 Best Practice Programme Launch
Join us as we launch our 2025 Best Practice Programme and year-long calendar of events. Our best practice programme has been designed around you, with a mixture of activities and engagement touch-points, which are guaranteed to help you to do something different.
 
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Webinar: Employee engagement in the Digital Era in partnership with NICE

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Webinar: Employee engagement in the Digital Era in partnership with NICE
As the digital revolution continues driving change into the contact centre, and work life balance is vital to employees, its key that technology develops to support this.
 
In this session Graeme and Colin from NICE will showcase new and exciting WFM features that have been created to support agent and operational flexibility.
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Categories: On-Demand Webinar Recording

Webinar: Empowering Teammates: How eBay plans for experience to deliver customer success in partnership with QStory

Thursday 10th October, 12pm

Webinar: Empowering Teammates: How eBay plans for experience to deliver customer success in partnership with QStory
Learn about how eBay built their strategy for customer success.
Gain from eBay's experience implementing a new solution in support of a new approach.
Live Q&A with eBay's James Stewart and QStory's Simon Beck to answer your specific questions.
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Categories: On-Demand Webinar Recording

Webinar: Seasonal agility: Mastering operational readiness with strategic forecasting & flexibility in partnership with Calabrio

Thursday 3rd October, 12pm

Webinar: Seasonal agility: Mastering operational readiness with strategic forecasting & flexibility in partnership with Calabrio

Forecasting isn’t just about predicting trends; it’s about preparing your business to thrive in a dynamic environment. As seasonal demand surges approach for many contact centres, operational readiness becomes essential for looking to stay efficient, agile, and adaptable.
 
In this webinar, in partnership with Calabrio and Business Systems, we’ll explore proven strategies for creating forecasts that not only anticipate customer needs but also drive operational alignment and flexible planning. Learn how to build scenario-based plans and deploy agile playbooks that allow your team to respond effectively to fluctuations in demand.

Carl Mills, Planning & Forecasting Specialist from Eurostar, and Jamie Airey from UK Power Networks will be joining Phil Anderson, CEO at The Forum, Scott Budding from Calabrio and Oli Stephens from Business Systems for this interesting and educational session.
 
This session will provide you with the tools to engage key stakeholders, set accurate expectations, and optimise performance, even in the face of volatility.

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Categories: On-Demand Webinar Recording

Free Webinar: Most bad Trustpilot reviews trace back to email, post, and phone. Why is that, and how can Verified Identity Messaging help? in Partnership with Nivo

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Free Webinar: Most bad Trustpilot reviews trace back to email, post, and phone. Why is that, and how can Verified Identity Messaging help? in Partnership with Nivo

Most bad reviews trace back to poor communication, email, phone, and post. Web portals, Omnichannel, and chatbots aren't solving the problem. There is a better way; introducing Verified Identity Messaging... 

In this Webinar, we'll hear from Mat Elliott on lessons from working with over 100 financial services brand about how to solve these problems; we'll cover: 
 - What's at the root of the communications problem 
 - Why is this such a big issue for financial services companies 
 - How truly focusing on making life easy for the customer is key to increasing NPS 
 - The direct benefits case - to cost savings and revenue growth 

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Free Webinar - NPS surveys are dead. What next? with Evaluagent

19th June 2024, 12:00

Free Webinar - NPS surveys are dead. What next? with Evaluagent
Post-interaction surveys have never been all that reliable – but with no satisfactory alternative, contact center leaders have had nowhere else to turn.
 
Until now.
 
Just because the survey is dead it doesn’t mean NPS has to be… AI is changing up contact center processes in unprecedented ways. From auto-scoring to coaching tips, it has the capacity to completely change the end-to-end QA process. A big part of this is shaping the future of customer insight.
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Categories: On-Demand Webinar Recording

Free Webinar: Workforce Optimisation - Taking Planning to the next level in partnership with Sabio

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Free Webinar: Workforce Optimisation - Taking Planning to the next level in partnership with Sabio
Join us for an exclusive webinar with The Forum and Sabio Optimisation Services to discover how to take your workforce planning to the next level! Most organisations do not unlock the full potential of their Planning function. Join us to hear how we apply an established methodology to support Planning teams to ensure they create outputs that achieve maximum benefit and help identify and drive operational efficiencies.
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Categories: On-Demand Webinar Recording

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