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. 

Keynote: The Value of Community

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

Keynote: The Value 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.

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2023 CC Videos

Are you an employer of choice?

Are you an employer of choice?
See what contact centre agents are looking for in employers. Filling vacancies used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case.
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Categories: Library, Planning & Resourcing, Strategy & Leadership, Learning & Development

Reversing a decline in customer satisfaction can unlock productivity gains for business

Reversing a decline in customer satisfaction can unlock productivity gains for business
With economic conditions tight and a possible recession looming, every customer purchase decision matters to businesses. Whatever sector you’re in, there are many facets to enticing customers to buy – quality, value for money, convenience – but one of the key ingredients is customer service.  From Jo Causon, CEO at The Institute of Customer Services.
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Categories: Library, Operational Improvement, Strategy & Leadership

Learning from the 2023 Awards

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Learning from the 2023 Awards

The Forum is always looking for new and inspirational examples of organisations, teams and people raising standards and this year’s awards again demonstrated best-in-class examples of organisation innovation & transformation. This webinar will help you to learn more about the awards programme, including how to access the 68-short-listed finalists stories and hearing from the judges who supported the programme. As a learning organisation our responsibility is to make learning easy for you, and these award case studies provide practical ideas and solutions alongside their inspiring stories.
 
The 2024 Awards submission is open now, so why not get involved? Hear from this years participants on what it is like to be a finalist and what is involved in the process, alongside hearing what its like to be a judge.

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Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Digital & Omni-Channel, Awards Case Studies

Free Webinar: Create change with a Leap Of Faith – Rising Vibe

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Free Webinar: Create change with a Leap Of Faith – Rising Vibe

A Leap Of Faith is an act of believing in or attempting something whose existence or outcome cannot be proven or known.

So much of the work we do with our clients around culture change requires a leap of faith. Without taking action, 'giving it a go', doing something differently or experimenting with a 'new way', NOTHING changes. Let me repeat this NOTHING changes. Yet the majority of human beings need some kind of 'proof' that it will all work out BEFORE they are prepared to take 'that action'.

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Categories: Impactful Professional Recording, Library, Strategy & Leadership, Learning & Development

Technology Showcase: Sabio

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology.

Technology Showcase: Sabio

Originally broadcast Monday 15th May 2023, 12:30

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.

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Categories: Library, Planning & Resourcing, Operational Improvement, Strategy & Leadership, Learning & Development, 2023 CSP Videos

Keynote: Strength in Numbers

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.

Keynote: Strength in Numbers

Originally broadcast Monday 15th May 2023, 09:30

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2023 CSP Videos

Strength in numbers the value of community

Strength in numbers the value of community
We build strength when we focus on how we collaborate and who we do this with. When we bring together trusted data, analysis and insight alongside a group of people with a collective desire to improve, we can achieve greatness.
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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel

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