Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.
Originally broadcast on Friday 17th May, 12:30.
Rounding off the virtual conference and first stage of this year's best practice programme with inspiration, ideas and clear next steps. This endnote will support your learning, and give you takeaway ideas on how to turn this into an action plan.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2024 Spring CSP Virtual
Originally broadcast on Wednesday 15th May, 12:30
It's tough out there in the CX space - customer demands are growing faster than your budget and resources, but you still need to deliver the level of service they expect. To keep up with demand, organisations are turning to AI and CX Automation, and enjoying unrivalled CX potential that delivers enterprise-wide benefits. Hear from our partners Verint as they share new ideas.
Categories: Library, Operational Improvement, 2024 Spring CSP Virtual
Originally broadcast on Tuesday 14th May, 13:15
In this session, Business Systems is joined by Zen Internet to discuss Zen’s Workforce Engagement Management transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution.
Categories: Library, Planning & Resourcing, Operational Improvement, 2024 Spring CSP Virtual
Originally broadcast on Tuesday 14th May, 12:30
Scott Budding from Calabrio reveals the latest Contact Centre trends. Drawing from real-life examples of award-winning Calabrio customers, Scott will showcase CX best practices.
Originally broadcast Monday 13th May, 12:30
Even with the best schedule, things often don't go according to plan! Learn how Sabio's Mission Control can compliment your Genesys Cloud solution to support your real-time management process. We'll take you through delivering on-the-fly skill and routing changes, as well as the upcoming 'Dynamic SLA Routing' feature which automatically reskills, based on SLA performance.
Categories: Library, Planning & Resourcing, 2024 Spring CSP Virtual
Originally broadcast Monday 13th May, 09:30
How can we prepare ourselves for whatever happens? How can we think forward and be confident with our best next decisions?
Hear from The Forum’s team of Specialists as they each share their inspiration thoughts on how to Shape the Future.