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: Transform Data into Actionable Insights in partnership with Sabio

Learn how AI-powered insights can elevate quality, efficiency and customer satisfaction

As AI becomes a key driver of contact centre transformation, the quality and accessibility of your data have never been more important. Join Sabio to discover how to overcome common data challenges, move beyond standard reporting, and unlock deeper insights that support smarter decisions and better AI outcomes. Plus, see Sabio's Workforce AI reporting capabilities in action and learn how to turn your data into a strategic advantage.

Virtual Best Practice Showcase – Vulnerable Customers

Tuesday 25th August, 12:00

Hear from three winners - OVO Energy, Novuna and National Support Network x NatWest as they talk about the work they have done to identify vulnerable customers and support the advisors to ensure the best care for all.

Virtual Best Practice Showcase – Effective Technology Partnerships: Route 101 x Blackcircles

Thursday 20th August, 12:00

Join us for the session where we will be joined by two of our winning Partnerships – Route 101 x Blackcircles

Virtual Best Practice Showcase – Effective Technology Partnerships: QStory x Nationwide

Thursday 20th August, 12:00

Join us for the session where we will be joined by two of our winning Partnerships – QStory x Nationwide.

Virtual Best Practice Showcase – Planning

Tuesday 11th August, 12:00

Join us for a practical showcase featuring Planning Leaders and teams recognised through our Awards Programme. With award-winning examples from eBay and Nationwide, we'll explore how Planning is evolving beyond traditional forecasting and scheduling to become a strategic driver of operational performance. Our speakers will share the challenges they faced, lessons they learned, and how their work has continued to evolve since their award submissions.

Virtual Best Practice Showcase – Turning Insight into Decision Systems

Wednesday 5th August, 12:00

Presentations from Award winning stories from Firstsource, eBay, OVO Energy and AXA Insurance on how they are Turning Insight into Decision Systems

Virtual Best Practice Showcase - Continuous Improvement & Effective Change

Tuesday 28th July, 12:00

Hear from OVO Energy & LNER as they talk about Continuous Improvement & Effective Change. They will discuss how to stop burn out, how to bring the whole centre along with the change and how to prioritise projects and show the benefits from each change.

Virtual Best Practice Showcase – Quality & Operational Improvement

Watch at your own pace

Hear from Award winners Worldpay on reshaping their Back Office Quality with AI as well as improving Knowledge Management & how HGS rolled out a new learning programme that is set to become the global blueprint for a unified training standard.
1345678910Last