Webinar: The Looming Contact Centre Agent Experience Crisis: Understand, Avoid, and Ascend in partnership with eGain

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Agent experience (AX) and well-being are among the top priorities in contact centres, but did you know that they are in danger of slipping into a crisis because of the lack of modern knowledge tools in the agent desktop?
At this webinar, you will:
- Learn from the horse's mouth (i.e., from agents themselves) what they are saying about their experience and how you can avoid the crisis with modern knowledge
- Review the findings from a unique, agent-only survey, conducted by BenchmarkPortal, a leading contact centre benchmarking organisation
- Learn what modern knowledge is and what it can do for AX (agent experience) and CX (customer experience). With Modern knowledge, you won't need to train agents endlessly on how to navigate customer conversations or have them read through voluminous documents and figure out an answer when the customer is on the line!

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.

eGain Technology Showcase

Originally broadcast Thursday 17th November 2022, 12:30

Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience).

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 Jones, Workforce Management Guru at Verint.

Calabrio Technology Showcase

Originally broadcast Monday 14th November 2022, 12:30

Are your agents empowered to be Brand Guardians? Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.

Opening Keynote

Originally broadcast Monday 14th November 2022, 09:30

Hear from Chris & Phil as they discuss the benefits of being prepared.

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

Free Webinar:Can Contact Centres ever become an employer of choice? in partnership with QStory

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Dave Vernon, Director at The Forum is joined by Nerys Corfield, Injection Consulting & Rhea Hall-Spencer, QStory for a lively and informative chat about why contact centres are failing their agents.

Staff turnover in contact centres is up to double the national average. Their reputation for being inflexible and unrewarding places to work not only has an impact on recruitment and retention but also on customers. Companies need to create environments where agents can thrive, and they need to do it now.

We will discuss how a focus on engagement, enablement and empowerment of agents, supported by technology can be a game-changer for your business.

Free Webinar: Winning Employee Engagement In Times Of Uncertainty! with Centrical

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We are operating in very stressful and uncertain times. State of turmoil, the cost of living keeps rising and companies are under pressure as the economy is in turmoil.
How are these issues affecting employees? Companies continue to hear discontent as employees struggle -- feeling underpaid, undervalued, over-worked, and stressed.
And even with all this uncertainty, companies are still struggling with attracting and retaining quality employees. Therefore, we need to focus on the employee experience more than ever.

Forecasting & Analysis Modules

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