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. 

Building Best Practice Technology Partnerships

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Making the right decisions when investing in Technology is vital to guarantee it drives value. More importantly building a partnership with your provider is often the most critical step to ensure effective deployment, understanding, embedded usage and engagement.  This webinar will look at what it takes to build an award winning partnership with your technology provider, learning from Award winning Case Studies and our industry leading Judges.
- Learn the building blocks for developing a successful partnership
- How communication and understanding lay the foundations for success
- Be inspired by award winning organisations who demonstrated their success in our 2023 Partnership Award

Learning from the 2023 Awards

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The Forum is always looking for new and inspirational examples of organisations, teams and people raising standards and this year’s awards again demonstrated best-in-class examples of organisation innovation & transformation. This webinar will help you to learn more about the awards programme, including how to access the 68-short-listed finalists stories and hearing from the judges who supported the programme. As a learning organisation our responsibility is to make learning easy for you, and these award case studies provide practical ideas and solutions alongside their inspiring stories.
 
The 2024 Awards submission is open now, so why not get involved? Hear from this years participants on what it is like to be a finalist and what is involved in the process, alongside hearing what its like to be a judge.

Free webinar: Learn from our award-winning customers with Calabrio

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Calabrio customers swept The 2023 Forum Awards with 8 shortlisted and 4 wins, including the Department for Education and Hoover Candy who both picked up prestigious Planning awards. Join self-confessed WFO enthusiast and expert, Scott Budding, for a lively discussion on best practice from our award-winning customers, and live demonstration of the top capabilities of Calabrio's solution as voted by our users! 

Free Webinar: Strength in Numbers – Best practice for your planning function! in partnership with CCMA Ireland

4th May 2023, 12pm

Join Phil Anderson and Dave Vernon, Directors at The Forum for a lively discussion about:-
 - Preference and choice, an introduction to our 8 key considerations for a workforce strategy
 - Forecasting and shaping the future, how to create a strategy which offers the flexibility and agility to respond to changes, known and unknown.
 - The value of shrinkage and the power of playbooks – how to be more forward thinking and engage with your stakeholders.

Free Webinar in partnership with NICE: KPIs and how they drive the narrative of performance

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In this session we will look at the relationship between KPIs and how they are influenced by the context that they are measured in. Join Graeme Gabriel, WFO Solutions Consultant from NICE and Phil Anderson Director at The Forum for a lively and interesting discussion touching on;

- KPI Interdependence
- OKR to KPI
- Context is everything
- KPI Matrix

Free Webinar: Resilience 2.0 - In It Together in partnership with Sabio

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Resilience 2.0 - In It Together ... the power of community, identity and control
 - Setting the scene - Agent Experience (AX) in the contact centre today.  The cost of poor agent mental health and the opportunity for change.
 - Resilience as a team sport - the importance of creating an environment where agents can be their best.
 - The power of data in creating this environment - and in driving a systematic approach to wellbeing.
 - Key Takeaways - what can I do today?

Free webinar: Employee Engagement is more than just a fad in partnership with Genesys

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Tips to make your customer and employee experience strategy more effective.
 
Employee Engagement isn’t just a phase, although the recent cost-of-living crisis may have taken the focus away from Covid, businesses that have embraced Workforce Engagement Management (WEM) continue to realise the positive impact on frontline colleagues, see a reduction in employee and customer churn and greater insight into customer journeys, making the operation efficient but not at the cost to the employee. In this session we will hear real life customer stories and industry insight from The Forum and Genesys.
 
We will discuss and share;
 - The importance on Employee Engagement and the positive benefits it brings – lower attrition, improved performance, lower shrinkage, more profitability, better CX
 - How WEM supports and drives Employee Engagement – native, fully integrated, single pane of glass sharing employee and customer insights reduces technology fatigue for frontline colleagues.
 - Employee Engagement accelerated when Covid hit, new challenges include the current cost-of-living crisis. Organisations, more than ever, need to balance astute commercial decisions on agile technology that continue to offer leading CX and EX.

Free Webinar: 2023 Best Practice Programme

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On the 31st January The Forum will be launching our 2023 best practice programme, which includes: virtual networking, learning from our award finalists, our customer strategy & planning conference, along with the community connection 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.

This year’s theme is designed to frame our thinking around the importance of numbers, people and relationships. When these come together, we are energised to drive action, bring the best out on each other and have the courage to innovate and improve. We are only as strong as the weakest link, fortunately almost 25-years of raising standards means our collective strength and health has never been better.

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

Free 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!

Free Webinar: How to Turn Customer Conversations into Actionable Insight in partnership with talkdesk

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Great insights help brands to strengthen their customer experience and adapt to the needs of their customers. Companies need the right tools to capture more data from conversations since these are a great way to gather insights.
 
At this webinar you will learn:
 - The 4 attributes of useful conversational insights
 - How to get the data for conversational insights
 - How AI can analyse conversations at scale

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