MI & Insight Modules

Learn the best practice principles to help you move from data, through analysis to providing actionable insight which is in demand across your business. 

Free Webinar - NPS surveys are dead. What next? with Evaluagent

19th June 2024, 12:00

Post-interaction surveys have never been all that reliable – but with no satisfactory alternative, contact center leaders have had nowhere else to turn.
Until now.
Just because the survey is dead it doesn’t mean NPS has to be… AI is changing up contact center processes in unprecedented ways. From auto-scoring to coaching tips, it has the capacity to completely change the end-to-end QA process. A big part of this is shaping the future of customer insight.

Free Webinar: Workforce Optimisation - Taking Planning to the next level in partnership with Sabio

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Join us for an exclusive webinar with The Forum and Sabio Optimisation Services to discover how to take your workforce planning to the next level! Most organisations do not unlock the full potential of their Planning function. Join us to hear how we apply an established methodology to support Planning teams to ensure they create outputs that achieve maximum benefit and help identify and drive operational efficiencies.

Free Webinar: Supporting Vulnerable Customers. How UK PowerNetworks delivers outstanding, inclusive services in partnership with Calabrio

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Vulnerable customers are at greater risk of harm due to financial, health or capability constraints. It is vital organisations understand how to identify vulnerable customers and tailor their services to provide additional support. 

Join Shaunna Wilson at Business Systems, Scott Budding at Calabrio, and Jamie Airey at UK Power Networks to understand how UK Power Networks became leaders in their field in terms of supporting vulnerable customers. Discover how their use of technology, agent training and collaborative working helps lead to positive customer and business outcomes across all channels. 

 - Defining vulnerability and addressing the common challenges
 - Strategies for training and supporting contact centre advisors
 - Advice on innovative solutions and best practices for contact centre operations to build trust, loyalty and effective communication.
 - Q&A 

Free Webinar: Contact Centre Scheduling: What You Need to Know in 2024 in partnership with injixo

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Are you considering what flexibility options are right for your colleagues whilst being there for your customers and delivering your organisation’s financial requirements? Are you considering Introducing workforce strategies such as shorter working weeks, self-scheduling or flexible shifts into your contact centre? Join a panel of #wfm industry experts to hear the latest thinking on those topics and real-life examples from their wealth of experience.”

From this session you should be able to understand the challenges these strategies were looking to overcome, the approach that was taken to implement these and the results that were delivered.

Free Webinar: 2024 Best Practice Programme

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On the 24th January The Forum launched our 2024 best practice programme, which includes: virtual networking, learning from our award finalists, our spring customer strategy & planning conference, along with the summer & autumn conference later in the year.

For those who follow The Forum, you will know that each year we reframe our thinking with an annual theme.

Join us for another year of improving, growing as a person and professional feel the value of the community.

Free Webinar: Challenges encountered running a remote/hybrid workforce in partnership with Calabrio

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Join Scott Budding at Calabrio, Kim Baker at L&Q, Leighann Radley at Trainline and Phil Anderson at The Forum for a lively, interactive discussion on;

 - ​​​​​​Top challenges with planning this year and expectations for 2024.
 - Has remote working caused a drop in productivity?
 - Thoughtful approaches to managing and accepting attrition.
 - Future possibilities with AI – what role does it play in planning and forecasting?

Free Webinar: Lessons learnt from managing one of the UK’s largest home-based contact centres with Jet2 Holidays in partnership with QStory

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Join Louise Smith from Jet2 Holidays as she chats to QStory’s Nick Ashmore in this insight-packed 30 minute session
- From surviving to thriving – getting agent wellbeing right in a home working environment 
- Transforming the role of team leaders and creating new support departments
- How to move everyone to home working in 3 days
- Realising they had an absenteeism black hole and how they resolved it

Understand the Value of Time in Real-time Planning

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As planners do we see time away from the operation mainly as a cost to control? Instead, how could we analyse where each different area of shrinkage time is adding value? We need to look from the colleague as well as the customer and commercial point of view. This webinar will look at how planners in a real-time environment need to consider these items and how this can change our decisions,
 - Be inspired by an award winning Tactical Planning Manager who demonstrated their success in our 2023 Planning Awards
 - Understand how decisions can affect adjacent measures to the ones we expected.
 - Hear the top takeaways from our awards judges from this year’s awards programme.

Scheduling and the Flexibility Toolkit

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Scheduling isn’t any easier, however our understanding of what works and what doesn’t improves year-on-year, especially with award case studies from Student Loans and RSA. This webinar will explore the challenges of scheduling how the flexibility supports changes and how we can learn from inspirational best practice case studies.
 - Learn the key concepts to build sustainable flexibility.
 - Benchmark yourself by learning what other organisations have successful implemented.
 - Be inspired by Flexi-time at The Student Loans Company and other award case studies.

Forecasting, shaping the future with playbooks

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The purpose isn't to predict the future it is to prepare for the future. The one thing we can predict with confidence is that the future will be uncertain. 

In this webinar we will explore how to forecast uncertainty and have the right plans and playbooks in place to be prepared to deal with this.