As the digital revolution continues driving change into the contact centre, and work life balance is vital to employees, its key that technology develops to support this.
 
In this session Graeme and Colin from NICE will showcase new and exciting WFM features that have been created to support agent and operational flexibility.

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 Forum, Scott 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.

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.

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 

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.