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.
Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Digital & Omni-Channel, 2025 Summer BPS Virtual
First broadcast Tuesday 1st July 2025, 12:00
Some things will always matter. Businesses will always need to balance customer demand, employee needs, and business goals. Planning will still rely on data, but how that data is used will keep evolving.
Technology will continue to speed things up. AI and automation will take over more of the routine tasks, but that doesn’t mean planners will become less important.
Categories: Library, Planning & Resourcing, Strategy & Leadership, Back Office & Beyond The Contact Centre, 2025 Summer BPS Virtual
Originally broadcast Tuesday 17th June 2025, 12:00
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
Originally broadcast Friday 28th March 2025 at 13:30
Closing the week with practical tips on how to use learning to drive action and raise standards.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2025 Spring CSP Virtual
Originally broadcast Friday 28th March at 09:30
Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, 2025 Spring CSP Virtual
Originally broadcast Wednesday 26th March at 12:30
Moving from AI Experiments to AI Success in the Contact Centre and Beyond Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Digital & Omni-Channel, 2025 Spring CSP Virtual
Originally broadcast Tuesday 25th March 2025 at 13:30
WFM Augmentation AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE demonstrates how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Digital & Omni-Channel, 2025 Spring CSP Virtual
Originally broadcast Monday 24th March 2025, 10:30
Membership – The Value of a Professional Community Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally
Originally broadcast Monday 24th March 2025, 09:30
The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence.