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.

Published on 21 May 2023

Joint in-person event: AI Breakfast Briefing – What does AI mean for UK Contact Centres?

21st May 2024, Manchester

Event date: 21/05/2024 09:30 - 11:30 Export event

Date: 21st May 2024
Venue: Chamber Space, Elliot House, 151 Deansgate, Manchester, M3 3WD
Time: 09:30 - 11:30

AI is here to stay, bringing changes and challenges—along with huge opportunities. Join us at Chamber Space in the heart of Manchester for a live panel discussion on the impact of AI in UK contact centres. Our panel of experts will explore what AI means for advisors, customers, and the overall QA process.

Will we see advisors being phased out for AI bots? Or is AI just another tool to support contact centre reps?

Plus, we’ll discuss how you can leverage existing AI solutions to:

Automate manual tasks and expand your QA coverage
Support evaluators with AI-powered insights
Personalise coaching sessions for better agent engagement

Our Panel
Nerys Corfield, (Contact Center Consultant, Injection Consulting)
Chris Rainsforth, (Director of Learning & Innovation, The Forum)
Ruth O’Brien (Director of Automated & Proactive Support, Intercom)
Derek Corcoran (Founder & CEO, Scorebuddy)

Our Agenda
9:30 a.m. to 10.00 a.m. - Meet & Greet (with coffee and pastries!)
10.00 a.m. to 11.00 a.m. - Expert Panel Discussion
11.00 a.m. to 11:30 a.m. - Networking