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 05 April 2022

Partner Article: Workforce Wellbeing Recovery Kit at Calabrio

We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach. Calabrio’s Workforce Wellbeing Recovery Toolkit provides insights and resources to help identify common challenges and provide ideas for improvements that will positively impact employees, as well as customers. In this ebook, there are three personalised kits for:

Agents: Driving Engagements & Retention
Management & Operations Staff: Leading Teams amid Ever-Growing Complexity
CX Leaders: Powering the Next-Gen Customer Experience

In each kit, you will:

Learn about the key stressors impacting that group’s wellbeing
Receive a checklist to improve wellbeing via processes
Find a Tech Buyer’s Guide for tools to support the wellbeing and success of each stakeholder