Webinar: Employee engagement in the Digital Era in partnership with NICE

Watch at your own pace

As the digital revolution continues driving change into the contact centre, and work life balance is vital to employees, its key that technology develops to support this.

In this session Graeme and Colin from NiCE will showcase new and exciting WFM features that have been created to support agent and operational flexibility.

This will include;

Cognitive load schedule optimizer –create schedules that enable agents to remain focused and engaged.
Bring your own schedule – BYOS. Ability for agents to customise completely and guarantee a schedule that balances your work and home life in a post COVID environment.
Simulation - Simulate how that heightened awareness and concentration level will drive CSAT and productivity.

Can AI Truly Revolutionise Customer Experience?

Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX).

This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth.

90% of bad Trustpilot reviews trace back to email, paper, and phone

If you want to see a new way to solve this problem, then this session is for you.

Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.

How to Empower Your Employees Through Coaching

Discover how to elevate agent performance and transform customer experience using coaching & real-time guidance. Join Nick Rowe from CallMiner to discover best practices for providing agents with immediate feedback, personalised coaching, and actionable insights to improve customer interactions on the spot.

Panel Discussion: Complaints Handling

Originally broadcast Thursday 17th October 2024, 10:30

In this panel discussion we will be exploring complaints handling and how we can use the insight and knowledge gained from this to reduce complaints and improve customer satisfaction. Hear from DAS and The AA.

Technology Showcase: Calabrio

Originally broadcast Tuesday 15th October 2024, 12:30

Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins

Learning & Development with The Forum

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience.

Panel Discussion: Standards Benchmarking

Originally broadcast Monday 14th October 2024, 12:30

Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins

Planning for COVID-19

Webinar Series