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. 

Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

Keynote: The Value of Community

In this opening keynote, The Forum team members will discuss the importance of community.

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

How to become a true brand guardian

Uncover opportunities to raise customers’ experience of your brand and focus on what matters most. Ed Creasey charts the major new insights from Calabrio’s latest research.

Releasing potential in technology: make it work for customers & colleagues

Investment is huge but benefits only flow when our operating models and processes are re-designed to be data driven, and the human connection is concentrated where it’s most valued. As Chris Rainsforth reveals, digital transformation requires operational excellence. So how do we step up as professionals in planning, insight, knowledge sharing and quality control?

Partner Article: Rethinking hybrid work: Why we need an individualised approach for the long run

Matt Rumins, European Head of Customer Success at Intradiem

The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work.  

That’s what hybrid work was supposed to be. What it has actually turned out to be is a juggling act of multiple workplaces and no particular place to hang your hat. Working hybrid means constantly dealing with poor in-person office work conditions, frustrating commutes and a tax on workers’ mental health, among other concerns.  

Adaptive choice and the impact on life beyond work

Flexibility is one of the main reasons for contact centre productivity, but sometimes too much choice is a bad thing. Graeme Gabriel and David Kay explore how we can manage choice in scheduling so that it works for our people. This is adaptive choice.
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Categories: Library

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