Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Keynote: The Value of Community

In this opening keynote, The Forum team members will discuss the importance of community.

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

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

Watch at your own pace

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?

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

2023 Awards: 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.

2023 Awards: 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.

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.

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!

Interactive Keynote: One Workforce - The Future of Customer Contact?

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility

Originally broadcast Wednesday 17th May 2023, 12:30

One Workforce. The Future of Customer Contact? Join this fascinating session with Verint as we explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility. 45mins

Operational Effectiveness & Real-Time Modules

In this opening keynote, The Forum team members will discuss the importance of community.

Watch at your own pace

Watch at your own pace

Watch at your own pace

Watch at your own pace

Watch at your own pace

Watch at your own pace

Watch at your own pace

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility