Strategy Analyst Modules

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.

2024 Innovation & Transformation Awards: Empowering Workforce Through Employee Flexibility at hgs

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards: Empowering Workforce Through Employee Flexibility at hgs
Creating flexibility and improving work-life-balance is at the heart of this case study. The Planning team have embraced technology to support the  digital first strategy by utilising key features to provide greater flexibility for its people. Empowering people, allowing them to have more control over the working schedules and breaks has also meant removing unnecessary communication and manual tasks, to free the Planning team to add more value.
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Categories: Library, Planning & Resourcing, Digital & Omni-Channel, Awards Case Studies

2024 Innovation & Transformation Awards: Firstlink: Transforming Operations at Firstsource

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards: Firstlink: Transforming Operations at Firstsource
This platform, a brainchild of collaborative efforts between the development team and operational stakeholders, has revolutionised the way business is conducted, ushering in a new era of efficiency, connectivity, and streamlined operations. The adoption of Firstlink has heralded a new dawn for the organisation, propelling it towards greater efficiency, connectivity, and operational excellence.
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Categories: Library, Planning & Resourcing, Operational Improvement, Learning & Development, Awards Case Studies

2024 Innovation & Transformation Awards: Firstflex: Collaborative Problem-Solving at Firstsource

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards: Firstflex: Collaborative Problem-Solving at Firstsource
Innovation isn’t just about groundbreaking ideas; it’s about promoting a culture where every voice is heard, and every challenge is met with collaborative solutions. Firstflex illustrates how it allows team members to engage in various projects based on their interests. Learn how Firstsource developed their own technology in pursuit of sustainability, underscoring the team’s commitment to fostering innovation from within.
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Categories: Library, Planning & Resourcing, Strategy & Leadership, Learning & Development, Awards Case Studies

2024 Innovation & Transformation Awards: Inspiring Personal and Professional Development at eBay

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards: Inspiring Personal and Professional Development at eBay
Learn how eBay are nurturing personal and professional growth within the team, underlining the organisation’s commitment to continuous improvement and talent development. By prioritising personal and professional growth, eBay is poised to unlock the full potential of its workforce, driving sustained success and organisational resilience in the ever-evolving business landscape.
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Categories: Library, Planning & Resourcing, Operational Improvement, Strategy & Leadership, Learning & Development, Awards Case Studies

2024 Innovation & Transformation Awards: Enhancing Efficiency and Engagement across 169 Branches at Bank of Ireland

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards: Enhancing Efficiency and Engagement across 169 Branches at Bank of Ireland
Bank of Ireland has embarked on a transformative journey aimed at enhancing efficiency, transparency, and employee engagement across its branch network. Through the implementation of new systems and working practices, the bank is not only streamlining operations but also fostering a culture of collaboration and continuous improvement.
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Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

2024 Planning Awards: Kevin White at Vitality Health

2024 Planning Awards: Kevin White at Vitality Health
Kevin showcases leadership through strategic team expansion and talent development. Learning from industry best practices, he diversified his team’s experiences, leading to innovative channels like WhatsApp. Internal training and personalised development plans ensure a robust talent pipeline. Kevin encourages individual growth, allowing flexible transitions within the team which stakeholders paid tribute to. Kevin’s commitment to excellence promises a future of continued success and adaptability.
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Categories: Library, Planning & Resourcing, Awards Case Studies

Technology Showcase: NICE

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.

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Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, 2023 CC Videos

Keynote: The Value of Community

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

Keynote: The Value 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.

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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

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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Webinar: Lessons learnt from managing one of the UK’s largest home-based contact centres with Jet2 Holidays in partnership with QStory

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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Categories: On-Demand Webinar Recording, Library, Planning & Resourcing

Webinar: Learn from our award-winning customers with Calabrio

Watch at your own pace

Webinar: Learn from our award-winning customers with Calabrio

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! 

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Categories: On-Demand Webinar Recording, Library, Planning & Resourcing

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