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. 

Can AI Truly Revolutionise Customer Experience?

Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX).

This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth.

90% of bad Trustpilot reviews trace back to email, paper, and phone

If you want to see a new way to solve this problem, then this session is for you.

Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.

How to Empower Your Employees Through Coaching

Discover how to elevate agent performance and transform customer experience using coaching & 

real-time guidance. Join Nick Rowe from CallMiner to discover best practices for providing agents with immediate feedback, personalised coaching, and actionable insights to improve customer interactions on the spot.

Technology Showcase: Calabrio

Originally broadcast Tuesday 15th October 2024, 12:30

Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins

Learning & Development with The Forum

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience. 

Panel Discussion: Standards Benchmarking

Originally broadcast Monday 14th October 2024, 12:30

Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins

Opening Keynote - Shaping the Future

Originally broadcast Monday 14th October 2024, 10:30

This year we challenged you to Shape Your Future, but is the future already here?

How Knowledge Management supports front-line colleagues

Francis Bacon said “knowledge is power” – and when it comes to your contact centre and the frontline of customer demands, knowledgeable agents are empowered agents, able to do their best work. 
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