2025 Best Practice Guide
Raising Standards

Case Studies Modules

Find out how other organisations transformed the way they worked. Learn from almost 20-years of Innovation Award case studies, to take away practical ideas for your own workplace. These case studies are available for Members only please register on the website to view.

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.

Verint Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw JonesWorkforce Management Guru at Verint.

NICE Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Psychology of Adaptive Choice Join Graeme and David from NICE, as they revisit The Psychology of adaptive choice, the challenge of offering our agents choice and empowerment over their schedule.

QStory Technology Showcase

Originally broadcast Monday 14th November 2022, 10:30

Hear from Gold Sponsors QStory as they showcase examples of how NatWest and Anglian Water are using Intraday Automation to transform the experience for agents, team leaders and planners. 

Free Webinar: Outsourcing

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What are the key ingredients for a Outsource partnership? This webinar will explore the advantages of working with a strategic partner to support and help you realise your goals.
 - Hear how you can stay in control and drive even better results
 - Learn best practice principles to build a great partnership
 - Gain valuable insight into the advantages of outsourcing

Free Webinar: Focus on what matters most

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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: Budgeting

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How to create an enjoyable budget process in 3 easy steps! It may take a few extra steps, however we need to start working towards an ongoing, collaborative budget cycle which drive accountability and shared responsibility. This webinar will:
 - Look at different approaches to budget and how these can be used to gain different perspectives
 - Focus on what matters and understand the difference between diagnostic measures and targets
 - Create a “Best-in-class” budget process which is enjoyable!

Free Webinar: Sickness, Presenteeism and Shrinkage

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Wouldn’t it be great if we all understood Shrinkage! The 3A’s of Absence, Attrition and Annual Leave will remain problems until we truly understand these and learn how be manage and plan more effectively. In addition, we now have Presenteeism to add another layer of complexity. Fortunately, this webinar will:
 - Explain and define these commonly used terms to gain a shared understanding
 - Introduce the Shrinkage Wheel to effectively benchmark and deepen understanding
 - Become more confident in setting and describing these key assumptions

Learning from the 2022 Finalists

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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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