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. 

Virtual Best Practice Showcase – Quality & Operational Improvement

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Virtual Best Practice Showcase – Quality & Operational Improvement
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.
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Categories: On-Demand Webinar Recording

Virtual Best Practice Showcase – Outsourcing

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Virtual Best Practice Showcase – Outsourcing
Outsourcing has changed dramatically over the last two decades. What was once primarily a commercial decision focused on cost and capacity is now becoming a strategic capability that shapes customer experience, operational resilience and business performance. Using case studies spanning almost twenty years, this session explores how the discipline has evolved and what today's leaders should be doing differently to build effective, outcome-focused partnerships.
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Categories: On-Demand Webinar Recording

Webinar: The Manager's New Toolkit: Closing the Action Gap in the AI Era in Partnership with Centrical

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Webinar: The Manager's New Toolkit: Closing the Action Gap in the AI Era in Partnership with Centrical

Frontline managers have never had more performance data, and never had less time to act on it. Signals are scattered across QA, WFM, LMS, CRM, and a growing stack of dashboards. Now AI agents are joining the workforce as a new layer to oversee, and the gap between performance insight and performance change is widening fast.

This is the action gap. Closing it is the defining challenge facing frontline leaders this year.

Join Ian Chappell, Director of Consulting, EMEA at Centrical, for a practical follow-up to The Forum's Best Practice Showcase. Ian opens with a look at why most platforms are widening the gap rather than closing it, then previews three Centrical capabilities built for the manager's job in a hybrid human-AI workforce.

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Categories: On-Demand Webinar Recording

Webinar - The Harrods Story: What It Really Took to Turn Data into Excellence in Partnership with Calabrio

Wednesday 20th May, 12:00

Webinar - The Harrods Story: What It Really Took to Turn Data into Excellence in Partnership with Calabrio

We’re excited to invite you to something truly special.

Join Calabrio for an exclusive webinar on 20th May at 12pm, where we’ll go behind the scenes with Harrods, one of the world’s most iconic luxury brands, renowned for its uncompromising focus on customer experience and excellence.

This is a rare opportunity to hear directly from Liz Whitehouse, Harrods Analytics Analyst, as she shares an honest, practical look at what it really takes to embed analytics and drive value.

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Categories: On-Demand Webinar Recording

Webinar: From Insight to Impact: How IGLU Is Using Quality & Analytics to Drive Operational Performance in partnership with Calabrio & Business Systems

Friday 24th April, 12pm

Webinar: From Insight to Impact: How IGLU Is Using Quality & Analytics to Drive Operational Performance in partnership with Calabrio & Business Systems

Operational leaders are under increasing pressure to improve performance, maintain service quality and demonstrate measurable impact - all while managing rising demand and increasing complexity across channels.

In this session, we’ll explore how IGLU is using Quality Management and advanced Analytics within its WEM platform to move beyond compliance reporting and towards true operational control.

Featuring practical insight from IGLU’s recent WEM journey, alongside perspectives from Calabrio and Business Systems.

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Webinar: See the WFM AI Assistant in Action in partnership with Sabio

Tuesday 21st April 2026, 12:00

Webinar: See the WFM AI Assistant in Action in partnership with Sabio

WFM AI Assistant: Real-Time Intelligence for Smarter Workforce Decisions
Spot problems early. Understand the cause. Fix them immediately.
Managing workforce performance in real time has never been more complex. Volumes spike unexpectedly, AHT drifts, shrinkage creeps up — and by the time daily reports arrive, the damage is already done. The Sabio WFM AI Assistant changes that.

The WFM AI Assistant is a platform-agnostic AI solution that draws real-time data from:
 - Contact centre platforms
 - WFO and analytics platforms
 - HR systems
 - CRM solutions

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Categories: On-Demand Webinar Recording

Sabio's Vendor Spotlight Series - Transform Workforce Planning with Amazon FCS

Wednesday 25th February, 12:00

Sabio's Vendor Spotlight Series - Transform Workforce Planning with Amazon FCS
Join Sabio for a concise, insight-packed webinar on how Amazon Connect Forecasting, Capacity & Scheduling (FCS) is transforming contact-centre planning. Built on Amazon Web Services, FCS uses AI-driven forecasting, intelligent scheduling, and real-time intraday management to help organisations plan with confidence, adapt faster, and improve both service and employee experience.
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Webinar: Volatility as the New Normal: Mastering Forecasting, Scheduling & Performance in Modern Call Centres in Partnership with NiCE

Thursday 15th January, 12:00

Webinar: Volatility as the New Normal: Mastering Forecasting, Scheduling & Performance in Modern Call Centres in Partnership with NiCE

In today’s dynamic contact centre environment, volatility isn’t an exception—it’s the rule. Fluctuating demand, evolving customer and employee expectations, make traditional planning approaches difficult. This webinar explores why volatility has become the new normal and how organisations can use tools in NICE to mitigate this. 

Join us for an insightful session featuring:

 - Long-Term Forecasting: Techniques to anticipate demand shifts and plan strategically.
 - Intelligent Scheduling: Balancing flexibility and efficiency in a volatile landscape, whilst maintaining Employee Engagement. 
 - Performance Management: Driving engagement and accountability and providing the operation data for identifying tactical and strategic shifts in your business.
 

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Categories: On-Demand Webinar Recording

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