2025 Best Practice Showcase: Rising Stars

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In this final session of the 2025 Virtual Best Practice Showcase, we’ll be discussing this year’s Rising Stars – talented professionals who’ve turned being new into a superpower.

Through these stories we’ll explore how curiosity, rapid learning, and fresh perspective can drive innovation, challenge the status quo, and spark lasting change. From automating processes to reshaping reporting and improving onboarding, these Rising Stars show that bold questions and small actions can create big impact.

This session is a celebration of what happens when new voices lead the way.

Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, AI & Automation, Back Office & Beyond The Contact Centre, Digital & Omni-Channel, Awards Case Studies, 2025 Summer BPS Virtual

2025 Best Practice Showcase: Partnership Principles

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The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover a wide range of areas including, chatbots, robot workers, employee engagement platforms and technology stack transformations.

Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, AI & Automation, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, Outsourcing, Awards Case Studies, 2025 Summer BPS Virtual

2025 Best Practice Showcase: Knowledge Management & Learning

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Real change happens when people come together with a shared purpose, to identify gaps, seize opportunities, and deliver on customer and employee expectations.
Since the year 2000, we've seen organisations develop smarter performance assessments, targeted development strategies, and Knowledge bases that don’t just store information, they spark transformation.

Categories: On-Demand Webinar Recording, Library, Operational Improvement, Learning & Development, Awards Case Studies, 2025 Summer BPS Virtual

2025 Best Practice Showcase: Partnerships

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The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover all things WFM and WFO,

Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Digital & Omni-Channel, Awards Case Studies, 2025 Summer BPS Virtual

Webinar: 5 Ways to Transform Workforce Planning Using Interaction Analytics in Partnership with Business Systems

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What if your contact centre conversations held the key to more informed forecasts, smarter scheduling, and fewer repeat contacts?
In this insight-packed webinar, Business Systems’ CX Consultants explore 5 powerful ways interaction analytics is reshaping workforce planning in 2025. You’ll hear from WFM and speech analytics experts on how forward-thinking resource planning leaders can harness conversation insight, using it to improve everything from repeat contacts to agent coaching.

Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight

2025 Best Practice Showcase: Summer Tour Launch: 20 Transformational Innovations Changing the Future of Work

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Join us for an inspiring and insightful webinar celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, AI & Automation, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, Outsourcing

20 Transformational Innovations Changing the Future of Work

Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Digital & Omni-Channel, Awards Case Studies, 2025 Summer BPS Virtual

The Art of Storytelling

Phil Anderson, The Forum leads a brief keynote on “The Art of Storytelling” then a panel discussion where practical examples of understanding the difference you can make, and how to engage and influence others is discussed with some of this year’s judges and finalists: Graham Watson from Capita Regulated Services and Scott Budding from Calabrio.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, AI & Automation, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, Outsourcing, Awards Case Studies, 2025 Summer BPS In-Person