Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

Webinar: Empowering Teammates: How eBay plans for experience to deliver customer success in partnership with QStory

Thursday 10th October, 12pm

Learn about how eBay built their strategy for customer success.
Gain from eBay's experience implementing a new solution in support of a new approach.
Live Q&A with eBay's James Stewart and QStory's Simon Beck to answer your specific questions.

Webinar: Seasonal agility: Mastering operational readiness with strategic forecasting & flexibility in partnership with Calabrio

Thursday 3rd October, 12pm

Forecasting isn’t just about predicting trends; it’s about preparing your business to thrive in a dynamic environment. As seasonal demand surges approach for many contact centres, operational readiness becomes essential for looking to stay efficient, agile, and adaptable.
 
In this webinar, in partnership with Calabrio and Business Systems, we’ll explore proven strategies for creating forecasts that not only anticipate customer needs but also drive operational alignment and flexible planning. Learn how to build scenario-based plans and deploy agile playbooks that allow your team to respond effectively to fluctuations in demand.

Carl Mills, Planning & Forecasting Specialist from Eurostar, and Jamie Airey from UK Power Networks will be joining Phil Anderson, CEO at The ForumScott Budding from Calabrio and Oli Stephens from Business Systems for this interesting and educational session.
 
This session will provide you with the tools to engage key stakeholders, set accurate expectations, and optimise performance, even in the face of volatility.

Free Webinar: Most bad Trustpilot reviews trace back to email, post, and phone. Why is that, and how can Verified Identity Messaging help? in Partnership with Nivo

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Most bad reviews trace back to poor communication, email, phone, and post. Web portals, Omnichannel, and chatbots aren't solving the problem. There is a better way; introducing Verified Identity Messaging... 

In this Webinar, we'll hear from Mat Elliott on lessons from working with over 100 financial services brand about how to solve these problems; we'll cover: 
 - What's at the root of the communications problem 
 - Why is this such a big issue for financial services companies 
 - How truly focusing on making life easy for the customer is key to increasing NPS 
 - The direct benefits case - to cost savings and revenue growth 

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

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