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 Monday 14th October 2024, 13:30
Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2024 #RaisingStandards Videos (Virtual)
Originally broadcast Monday 14th October 2024, 12:30
Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, 2024 #RaisingStandards Videos (Virtual)
Originally broadcast Monday 14th October 2024, 10:30
This year we challenged you to Shape Your Future, but is the future already here?
Originally broadcast Thursday 4th July, 13:15
Join our Associate Heroes as they share their key ingredients for the perfect partnership
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, 2024 Summer Best Practice Showcase Videos
Originally broadcast Wednesday 3rd July, 10:30
In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process.
Originally broadcast Tuesday 2nd July, 10:30
Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, 2024 Summer Best Practice Showcase Videos
Originally broadcast Tuesday 2nd July 09:30
How you can use this week to learn from our members.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2024 Summer Best Practice Showcase Videos
Calabrio, the workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centres more performance data and insights to streamline and enhance the user experience.
Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots; organising all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership
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 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.