Understanding the benefits of working at a strategic level. These webinars are designed to help everyone in analytical roles become a more active contributor to their organisation’s strategy, to gain a place at the top table.
Originally broadcast Friday 12th October, 12:30
Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.
Categories: Library, Learning & Development, 2023 CC Videos
Originally broadcast Wednesday 11th October, 14:30
In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.
Categories: Library, Data, Analytics & Insight, Digital & Omni-Channel, 2023 CC Videos
Originally broadcast Wednesday 11th October, 13:30
Generative AI - Your trusted co-pilot for transformative customer and employee experiences.
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.
Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, 2023 CC Videos
Originally broadcast Tuesday 10th October, 13:30
Ed Creasey will present the latest research from Calabrio on the impact of AI on agents of the future, but it’s not what you might anticipate.
Categories: 2023 CC Videos
Originally broadcast Tuesday 10th October, 12:30
Hear from our partner QStory as they unveil their groundbreaking new feature – Agent Flex. It sets the new industry standard, giving agents unparalleled flexibility to propel the contact centre into a new era of adaptive workforce scheduling.
Originally broadcast Monday 9th October, 13:30
A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.
Originally broadcast Monday 9th October, 12:30
Generative AI and the Contact Centre Experience Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.
Categories: Library, Data, Analytics & Insight, Back Office & Beyond The Contact Centre, Digital & Omni-Channel, 2023 CC Videos
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.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2023 CC Videos