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 Thursday 7th April 2022, 12:30
Webhelp & Centrical – WEM’s Moment of Truth? Transformation leaders from Webhelp will share how they’re redefining their CX operating model, leveraging real-time performance management, advanced gamification, and microlearning to engage employees and push the limits of performance with Centrical.
Categories: Library, Planning & Resourcing, Learning & Development, 2022 CSP Videos
Originally broadcast Friday 5th November 2021, 09:30
Learn how to invest your time wisely to help you spend time on the things that matter the most. Doing something different on a daily basis.
Categories: 2021 NC On-Demand, Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel
Originally broadcast Thursday 4th November 2021, 10:30
Learn how Verint’s clients adopted Verint KM to close the gap between ever increasing customer interactions, channels, and expectations, with the same or reducing resource levels.
Categories: 2021 NC On-Demand, Library, Learning & Development
Originally broadcast Tuesday 2nd November 2021, 14:15
Mark Brown of Virgin Media and Paul Milloy of Intradiem discuss how investing in people and technology is the key to the future of Customer Service.
Categories: 2021 NC On-Demand, Library, Planning & Resourcing, Strategy & Leadership, Learning & Development
Originally broadcast Monday 1st November 2021, 13:15
Join Sabio as we explore the #1 megatrend in the customer experience industry that nobody is talking about.
On Tuesday 12th October 2021, Lou Carter, founder of Rising Vibe, delivered her very first TEDx talk; Curiosity Cured The Fakeaholic, which explored how our innate fear of judgement stops us being honest about how we feel. A by-product of this is that we don’t have the conversations that matter…
Categories: Impactful Professional Recording, Library, Strategy & Leadership, Learning & Development
The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.
Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel
Originally broadcast Friday 30th April 2021, 09:30
Hear from Phil Anderson, Director at The Forum on moving from Impossible to Inevitable. This endnote will explore different ways to transform as a person, as a team and as an organisation. Take a closer look at key professional skills and hear from a panel of professionals who have all demonstrated how they are key to unlocking opportunities, several of them graduates from our Leadership Assisted Learning Pathway.
Categories: Library, Learning & Development, 2021 CSP Videos
Originally broadcast Monday 26th April. 2021, 09:30
Hear from Phil Anderson, Director at The Forum with the conference opening keynote. Understand how disruption can pave the way for new opportunities and how you can become key to unlocking change and development.
Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2021 CSP Videos
Facilitation is a valuable skill for any professional. Learn how you can manage a session so everyone can be share and be heard.
Categories: On-Demand Webinar Recording, Library, Learning & Development