Capacity Planning Modules

Learn how capacity models fit into the planning cycle and how this helps influence budget decisions and support implementation of strategy by linking commercial plans to resourcing.

Why Is Your Cloud Contact Centre Transformation Failing to Deliver?

Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems.

But what’s even more concerning is that those who've made the leap to cloud solutions aren't necessarily reaping the promised rewards. 

Shaping the future of flexibility at work

Make flexibility available to all employees, with a clear framework of principles and the crucial support from the top.

Read more

Categories: Library

Shaping the future: demystify the art of Forecasting

Shaping the future means we have enough of an outline to guide and support decision making. Too fixed and rigid, the more likely to be wrong. Too loose and undefined, the more likely to be vague and misunderstood. Our tactical, short-term to long-term strategic plans along with best next decisions will be based on our understanding of data. From low data to data lakes, we need to be able to make the best use of the information we have to guide decisions.

Read more

Categories: Library

Supercharging front-line managers

A Strategic Guide for Transformative Contact Centre Management. In our industry, we can’t overlook the importance of frontline managers—they’re the unsung heroes who need attention and priority!

Read more

Categories: Library

The latest in AI tools: unleashing potential

David Bruce, two time winner of The Forum’s Innovation Award, shares his thoughts on the latest developments in AI technology

Read more

Categories: Library

Top five AI-enabled automation trends to watch

Paul Milloy, Business Consultant at Intradiem, explores the top AI-enabled automation trends businesses should be aware of.

Read more

Categories: Library

Managing a Frankenstack? Our answer to the problem

I got my first mobile phone in about 2002: it was the classic Nokia 3310. It was, at the time, at the cutting edge of technology. Since then, I have owned a Blackberry, a Motorola Razr (that was stolen from me in a restaurant in Turin, still grates me) iPhone, brief flirtation with a Windows phone and now I am back with an iPhone. All of these phones were acquired because they offered me something. The Blackberry was good for email, the Razr was small and didn’t look funny in my pocket, the iPhone had a good camera. I have no idea why I bought a windows phone. Recently I was clearing out some drawers in my office and I found numerous chargers for all these devices. Over the years my lack of commitment to one device has meant that I have kept all of them, thinking I may have a use for them. But in the 20 years they have been in there, I have never needed any of them.

Read more

Categories: Library

Enterprise Planning: are good planning principles transferrable?

The Forum has always been here to support planning professionals across all customer operations be this Contact Centre’s, Back Office, Branch or Field and we have specific Forums catering for these areas.

Read more

Categories: Library

Planning for digital

In today’s world consumers expect to be able to contact brands through their preferred channels, at a time that suits them, and seamlessly transition between channels. Likewise, organisations want to integrate digital channels into their business strategy to foster brand loyalty and encourage repeat business. Strategic planning for the digital landscape is therefore key for companies to meet both customer and business needs.

Read more

Categories: Library

Limitations of Erlang

While Erlang is undoubtably a vital tool for planning, we need to be aware of its limitations and how we can overcome these.

Read more

Categories: Library

1345678910Last