Originally broadcast Tuesday 2nd November 2021, 13:15

Graeme Gabriel and David Kay share practical top tips, tactical insight and strategic vision for digital planning. 

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. 

Originally broadcast Monday 1st November 2021, 10:30

Paddy Coleman, hear from the founder of QStory, his journey into planning and driving innovation with Real-Time automation

Hear from Matt Rumins (Intradiem) and Scott Watkin (British Gas) as they reflect on the current challenges being faced by real time and planning teams and what a tough environment it is to operate in. Featuring the contrasting worlds of operating before and after the implementation of ‘Intelligent Automation’ from Intradiem, Scott & Matt will explain what life was like before features like real time task management, flex staffing, call handling support and dynamic coaching were available and cover some of the key benefits these are now bringing to agents, team leaders and planning teams. 

Traditional forecast models and techniques have been undermined by changes in customer behaviour as a result of the pandemic which have made demand levels increasingly volatile. Instead of being a cause for concern, is this an opportunity for Planning teams everywhere to change their focus?  Is it time that the focus was placed on flexibility and the ability to respond to volatility? In this webinar, David Preece from QStory and Dave Vernon Director at The Forum will discuss the drive for accuracy vs the drive for agility and highlight the key role that Intraday Automation can play in helping planners to adapt to 'the new different'.