Learning Academy Module Recordings

Over 140 modules of learning form the backbone of our academy, allowing you to focus on what is most relevant and important. Join the courses as online webinars for just £45pp and pace yourself, with learning modules every month or quarter, to build a development plan for the year that is bespoke to your needs. If you missed the live webinar you can watch the recording below. Some of the webinars are repeated but hosted by different Specialists. If you have a favourite you can choose to view their webinars.

Best Practice Day: Planning Strategy & Customer Closeness

September, London

This is a unique chance for planners and analysts to join our Leadership forum. Hear from and talk face-to-face with key players involved in strategic transformation at The Very Group, L&G and LV= all finalists in our 2020 Innovation Awards. Learn from the Leadership community and gain the sharpness of vision required to move forward purposefully.

Today kicks off with powerful keynote speakers, followed by discussion on Customer Closeness. This is followed by presentations on planning, wellbeing and strategy and workshop discussions with your peers. Table discussions on this strategic best practice day will allow sharing and learning with people in similar roles facing common challenges.

Vitality Site Visit

9th July, Virtually

Your chance to visit our Innovation & Transformation finalists, Vitality, who are using automation to transform the service they provide.

The Very Group Site Visit

8th July, Virtually

Your chance to visit our Innovation & Transformation finalists, The Very Group, who put their Customer Closeness Centre at the heart of the business

Yorkshire Ambulance Service Site Visit

7th July, Virtually

Your chance to visit our Innovation & Transformation finalists, Yorkshire Ambulance Service, who are taking planning techniques to other areas of the business with amazing results.

RS Components Site Visit

2nd July, Virtually

Your chance to visit our Innovation & Transformation finalists, RS Components who are putting data at the heart of cultural change - to improve performance and transform their business.

RSA Site Visit

1st July, Virtually

Your chance to visit our Innovation & Transformation finalists, RSA, who has sustained and continually developed their end-to-end planning and built credibility within the business. 

National Best Practice Day for Back Office

Virtual - information to follow

Join our free best practice day for members and others looking to keep up to date with the latest trends, learn about new approaches and network with professionals from other organisations or sectors. 

 - Learn about and engage with the best practice framework for planning and insight in the back office 
 - A unique chance to meet with key stakeholders in the back office transformation at Legal & General 
 - Hear from organisations about how they have transformed their back office operation and the challenges they overcome
 - Learn about adding value in your organisation, understanding what your customers need from you and how to engage colleagues - to help you pioneer new approaches in your work

Legal & General (Back Office)

25th June, Virtually

Your chance to hear more from Innovation & Transformation finalists, Legal & General, who are taking planning techniques to other areas of the business with amazing results.

LV= Site Visit

24th June, Virtually

Your chance to visit our Innovation & Transformation finalists, LV=, who are embracing Systems Thinking to re-define planning and deliver on the ‘things that matter most’ to internal customers. 

Openreach Site Visit

23rd June, Virtually

Your chance to visit our Innovation & Transformation finalists, Openreach, who are using technology to improve customer and colleague experience.

Sky Site Visit

18th June, Virtually

Your chance to visit Innovation & Transformation finalists, Sky, who are continually innovation and improving how their planning team works to bring clear value and benefit for the business.

Clarks Site Visit

17th June, Virtually

Your chance to visit our Innovation & Transformation finalists, Clarks, who are offering new channels to deliver a consistent high level of service however their customers choose to contact them.  

Jet2 Holidays Site Visit

16th June, Virtually

Your chance to visit our Innovation & Transformation finalists, Jet2 Holidays who are using technology to improve customer and colleague experience.

LNER Site Visit

11th June, Virtually

Your chance to visit our  our Innovation & Transformation Awards finalist, LNER who are taking planning techniques to other areas of the business with amazing results.

National Best Practice Day for Quality & Customer Experience

9th June, Virtually

Join our free best practice day for members and others looking to keep up to date with the latest trends, learn about new approaches and network with professionals from other organisations or sectors. 

 - Engage with and help shape our new best practice framework for quality & customer experience
 - Hear from the winners of the Quality Team of the Year and other organisations
 - Learn about adding value in your organisation, understanding what your customers need from you and how to engage colleagues - to help you pioneer new approaches in your work

The AA Ireland Site Visit

4th June, Virtually

Your chance to speak to our Innovation & Transformation finalists, AA Ireland, who are deploying conversational chatbots, partnered with traditional webchat, as a sales tool to effectively optimise conversion of sales

Three Ireland Site Visit

3rd June, Virtually

Your chance to speak to our Innovation & Transformation finalists, Three Ireland, who are putting the planning team at the heart of the business and driving change with a seat at the table.

Legal & General (Coaching) Site Visit

2nd June, Virtually

Your chance to visit our Innovation & Transformation finalists, Legal & General, who are putting data at the heart of cultural change - to improve performance and transform their business. This is also the chance to network, share experiences and work together on key issues. The group will be for Planning/Insight professionals, and the topics for discussion are up to you.

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

27th April, 2pm

2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.

This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.

 - “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson
 - 2020 Best Practice Guide launch and chapter review
 - 2020 Best Practice Programme – how to get involved

Planning for COVID-19, How COVID-19 is impacting business culture, with guest speaker Lou Banks, Rising Vibe

23rd April 14:00

Discover the impact of COVID-19 on your business culture and how to enable small shifts to tackle implications on employee mental health. Gain insight into social pain and how COVID-19 is exacerbating this. 

The World Health Organisation have issued advice and guidance on Mental Health Considerations during the COVID-19 Outbreak.

Rising Vibe understand the impact on both employees and leaders at this difficult time. Whether employees are feeling fear around catching the virus or economic implications on their life, or leaders are experiencing stress and anxiety around managing a business or keeping an SME afloat during this time, we are all experiencing some low vibe emotions in this current climate of uncertainty. 

Listen in and find out how you can learn from this and make changes in your business.

Planning for COVID-19, Revisiting Homeworking

22nd April, 14:00

How is your new virtual contact centre performing? Following on from the panel discussion last month, this is an opportunity to reflect on what you’ve achieved, learn from what other organisations have done and start to consider your long-term operating model.
 - Hear from industry professionals around their approach to Planning for COVID-19
 - What would you have done differently?
 - Start to consider your exit strategy and prepare for the future “business as usual” 

Free Webinar: Planning for COVID-19 Networking call

16th April, 2pm

Open discussion allowing you to share the steps you’ve taken to manage and plan for COVID-19. This is an opportunity to listen to different approaches and learn from the mistakes and successes. Join this session as an observer/listener or actively participate, it's up to you, this is an open discussion for all resource planners and business leaders who want to learn and improve.

Free Webinar: Planning for COVID-19 Thinking beyond now and future building continuity

15th April, 14:00

The COVID-19 pandemic is without doubt disruptive, meaning a significant change in the world of customer contact. However, this prompted a huge catalyst for redesigning your strategy, operating model and business continuity plans. This webinar will take a look at now and help us to start think of tomorrow.
 - Reflect and learn from different approaches to planning for COVID-19
 - Understand how Real-Time automation can support business continuity, with special guest Intradiem
 - Start to consider your exit strategy and prepare for the future “business as usual” 

Theme picker


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

Upcoming modules

We have a wide range of virtual modules coming up.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2020
28th & 29th September 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport,
SK3 0XA

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