Planning for COVID-19

The COVID-19 pandemic has impacted all of us and with schools now closed (until further notice) 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 a 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.

Series 3 is now available to book in Upcoming Modules


Free Webinar - Critical Workforce Planning: Getting the Right Care to the Right Place at the Right time. Sponsored by Anaplan

24th June 2021, 15:00

How to Leverage Workforce Planning to Build Resilience and Organizational Agility 

To save lives and help people access appropriate care within 7 minutes across a 3,500 square miles area, 24/7 is no easy feat. It requires finely tuned operations that are accurately staffed and coordinated, whilst serving the community with optimal deployment of ambulances and paramedics. 

Join us on Thursday 24th June for a conversation with Steve West, Director of Planning and Performance Forecasting at South Central Ambulance Service (SCAS), on the growing importance of having a robust workforce plan to deliver safe and reliable care for patients. Hear how Connected Planning has improved SCAS’s ability to plan against the realities of the pandemic, and their ability to meet key KPIs.

During this webinar, you’ll discover how your organisation can become more agile by:
 - Building a planning model that links from the demand through to resource needs
 - Integrating models to see direct impact of extra demand, and 
 - Driving and improving everyday operations with continuous planning.

Free Webinar – Top Challenges contact centres face around scheduling & forecasting and how to overcome them. Sponsored by Business Systems

22nd June 2021, 12:00

Forecasting and scheduling accurately within a contact centre is key to a successful operation.

However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy, with these challenges ranging from hybrid working, historical data, agent engagement and the rise of digital channels. 

Join Phil Anderson, Director at The Forum, he will be discussing how contact centres can address their top scheduling and forecasting challenges with Scott Budding and Neil Draycott of Business Systems.

Our webinar will cover:
 - How to forecast with historical data which may be skewed 
 - Top tips on addressing a hybrid workforce in 2021 and beyond
 - Top tips on how to address employee wellbeing and agent engagement
 - How to position your contact centre with the transition to self-service and digital channels while providing an exceptional customer service

Free Webinar: What if we could deliver agile workforce planning and optimisation?

1st April 2021, 15:00

Agile – it’s an adjective we hear in the front of everything now in the world of business: agile project management, agile finance, agile supply chain, agile marketing, agile HR, etc. The important take is that the ability to rapidly adapt and pivot in response to significant events is a must across all functions in a business (especially after the year we have had!). And the common thread across the business is its people that perform the work – if your workforce is not agile, your business can’t be. 
 
Join us for an insightful conversation with Rupert Bader and Zoe Hruby from Anaplan and hear how we can become a strong business partner by establishing a Connected Planning culture and taking a proactive, continuous approach to aligning workforce capacity plans with business needs in the near- and long-term to maximize utilisation, and anticipate and close workforce and skills gaps.
 
In this webinar, we will discuss:
 - the opportunity to drive business impact
 - connecting workforce planning with financial and business planning
 - engaging stakeholders across the organisation
 - addressing common workforce planning challenges

Free Webinar: The Rise of Digital Channels and the Challenges they Bring to Workforce Management - Sponsored by NICE

Hosted on 23rd March 2021

How people communicate is fundamentally transforming due to the rise in digital channels. These changes include how consumers interact with companies they choose to do business with. For the contact centre, this means challenging long-standing assumptions about contact interactions, how they are measured, and how WFM tools need more sophistication via machine learning to handle the rigors of forecasting and scheduling in a digital channel-driven world.

Some of the takeaways from this session will include:
 - The evolution of digital channels and its impact on customer services
 - Understanding the challenges digital channels present with respect to the WFM process
 - Gain a sense of the considerations to address challenges with digital channels
 

Free Webinar: 2021 and beyond – how can we use data to help us plan as our working world continues to evolve? Sponsored by Calabrio

Hosted on 4th March 2021

The global pandemic has accelerated the shift of consumers away from traditional channels to a digital world where the vast majority of customer service staff are more remote than ever before.

At the same time, Data, Analytics, AI and ML capabilities are all accelerating rapidly – and each can bring a wealth of advantages which help organisations with their planning.

But sometimes, it can be a challenge simply to keep up with all of the various developments and changes.
 
The good news for all of us as humans beings is that many companies are placing great importance on both customer experience and employee wellbeing.
As digital transformation takes hold at pace, organisations continue to demonstrate that they care.
 
With all this change, two things have remained constant: the importance of good quality planning and the need to be agile and respond to changes rapidly.
 
In this webinar, you will learn:
 - How consumer channel selection is rapidly evolving
 - Some developing data and analytics capabilities which could help your planning
 - Some agility techniques to help you be more prepared for continued uncertainty
 

Free webinar: How to get out of your own way! Sponsored by Rising Vibe

Hosted on 25th February 2021

Why change doesn’t happen.

“Nothing in life is guaranteed except change, but I guess that could change”- Brent M. Jones

A considerable amount of investment is lost on change projects, change programmes and change initiatives, because barriers to change are rarely explored in enough detail, at individual level.

We need to be dissatisfied enough with where we are, and excited enough about where we’re going, to enable ANY change to happen.

In this webinar we will explore the Rising Vibe change equation which will help you identify and unblock (if you choose to!) your own barriers to change, which will also enable you to help others get out of their own way too.
 

Free Webinar - How D&G transformed their contact centre using intraday automation. Sponsored by QStory

Hosted on 23rd February 2021

Domestic and General are the UK’s leading specialist warranty provider for over 100 years. Their contact centre serves 8 million customers, taking 9 million calls per year and authorising 2.4 million repairs.

D&G’s Planning and Real-Time teams wanted automation and support for their processes and systems:
 - They were swamped in admin work
 - Disparate data sources were creating internal stakeholder conflict
 - Duplication of work was creating inefficiency, confusion and complexity
 - Manual processes were time consuming and complex resulting in sub-optimal performance, inefficiency and demotivated staff

Mike Blewitt, Head of Planning led the project and selected QStory as the solution. He joins us along with Ben Harknett, CRO and Tony D'Cruze, Customer Success Manager at QStory to discuss how they implemented the software and achieved some amazing results for the team with a 2X ROI by Q3.
 - 400 hours per month of threat management used which has improved customer service by reducing wait time for customers
 - 3,300 hours per month of opportunity management ensuring agents are receiving their development training
 - Automated 575 hours per month of manual work
 

Free webinar: Harnessing AI & Automation For Seamless Customer Journeys Sponsored by Sabio

Hosted on 18th February 2021

Harnessing AI and automation for your customer journeys can do wonders. But how? Join us as we cover how you can fully harvest the ROI of technology: delivering better service and improving your operational efficiency. 18th February 2021 12.00.

According to Business Insider, everyone’s ‘freaking out’ about AI stealing jobs, while – according to new research – 46% of UK respondents actually still have no idea what AI is all about.

Harnessing AI and automation for your customer journeys can do wonders, offering a customer facing service 24/7, helping agents deliver a better service and improving operational efficiency. But in order to fully harvest the ROI of technology, companies must take the right approach, following a few simple steps.
Join Phil Anderson, Director at The Forum and Stu Dorman from Sabio as we highlight opportunities for automation and AI along the entire customer service journey. We will discuss the common pitfalls to avoid and some practical steps to identify their right place and role.

Free Webinar: Planning for COVID-19 Series 2: What will hybrid home working mean for you? Sponsored by Sensée

Hosted on 9th February 2021 by Phil Anderson

Hybrid home/office working is not a thing. It’s something that looks very different to organisations depending on their circumstances, business objectives and employees’ wishes. 
 
Will:
 - Employees be 100% homeworking or part-time homeworking/part-time office working? 
 - Recruitment and training be virtual or office-based? 
 - Working hour schedules be fixed or flexible?
 - Equipment and desks be company-supplied or HomeAgent-supplied? 
 - You be running a blended estate where some people are 100% homeworking and others 100% office-based? 

Phil Anderson, Director at The Forum will be joined by Sensée Consultancy Director Rob Smale, who will introduce the Sensée Hybrid Homeworking Matrix and show how it can analyse the practical implications of different hybrid homeworking options for your business. This will be followed by a panel discussion and an opportunity to position your questions.
 

Free webinar: Simplified Workforce Management Sponsored by Eleveo

Hosted on 21st January 2021

Join Phil Anderson Director at The Forum & Dan Solomon & Liam Anderson of Eleveo, for a discussion on how we rethink the complexity of forecasting and scheduling to create a simplified and trusted plan which is understood by the business. Whether this is your first step into planning, or you are an experienced planning professional this webinar will be of interest. 

 - Understand key principles to forecasting and how to use these effectively
 - Simplified scheduling, providing choice and control for you advisors
 - How all levels in your organisation will benefit from a simpler approach to WFM
 - How to provide meaningful on-the-day insight
 

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
The Forum,
PO Box 173
High Peak
SK17 1DL

Copyright © 2021 - All Rights Reserved - theforum.social

Professional Forums Ltd. Company Number: 3915800. Registered Address: Emperor’s Gate, 114a Cromwell Road, London, SW7 4AG