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. 

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Free Webinar: 2023 Best Practice Programme

Watch at your own pace

On the 31st January The Forum will be launching our 2023 best practice programme, which includes: virtual networking, learning from our award finalists, our customer strategy & planning conference, along with the community connection conference later in the year.

For those who follow The Forum, you will know that each year we reframe our thinking with an annual theme.

This year’s theme is designed to frame our thinking around the importance of numbers, people and relationships. When these come together, we are energised to drive action, bring the best out on each other and have the courage to innovate and improve. We are only as strong as the weakest link, fortunately almost 25-years of raising standards means our collective strength and health has never been better.

Join us for another year of improving, growing as a person and professional feel the value of the community.

Free Webinar: How to Turn Customer Conversations into Actionable Insight in partnership with talkdesk

Watch at your own pace

Great insights help brands to strengthen their customer experience and adapt to the needs of their customers. Companies need the right tools to capture more data from conversations since these are a great way to gather insights.
 
At this webinar you will learn:
 - The 4 attributes of useful conversational insights
 - How to get the data for conversational insights
 - How AI can analyse conversations at scale

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 

Community Learning Keynote

Originally broadcast Friday 18th November 2022, 12:30

Hear from a Forum Hero and organisations who have taken a team approach to learning.

Insight Keynote

Originally broadcast Wednesday 16th November 2022, 09:30

Hear from Rob Hanrahan, CEO of miPerform.

Free Webinar: Focus on what matters most

Watch at your own pace

The true success of any metric lies in the behaviour that it drives, so choose wisely what you report or target, and build a strong foundation of diagnostic measures first. Great performance doesn’t happen by chance. This webinar will:
 - Help you to understand how a metric can serve many purposes
 - How you move away from average and understand variability and change
 - Learn to influence and drive better decisions

Free Webinar: Learning from the 2022 Finalists

Watch at your own pace

Learning from others is at the centre of our ethos. Each year our members share their stories across Planning, Insight, Quality, Knowledge Management, Partnership and Innovation. Learning how other approach challenges along with the solution they choose, as well as don’t choose helps us to make better decision and less mistakes. This webinar will:
 - Showcase the winners from the 2022 Awards and identify key trends and challenges
 - Help you to become more effective in your role
 - Learn how to access over 100 inspiring case studies
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