On-Demand Partner Webinars

These webinars are hosted in association with our partners and are free for you to watch. Register for the upcoming webinars below. We will be adding dates for 2021 in the coming weeks.

Scroll down this page to view past recordings. The timings on these will start with Hosted on.


Free Webinar: Planning For Covid Series 3 What are the top challenges organisations face right now?

28th Sept 2021, 12:00

The Planning for Covid-19 series 3 will again share real-life examples of the challenges along with practical ideas to limit the impact and even prevent these from happening.
 - Understand the current top challenges from across the industry.
 - Hear how different organisations are approaching these with new and innovating ideas.

Free Webinar – Top Challenges contact centres face around scheduling & forecasting and how to overcome them. Sponsored by Business Systems

22nd June 2021, 12:00

Forecasting and scheduling accurately within a contact centre is key to a successful operation.

However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy, with these challenges ranging from hybrid working, historical data, agent engagement and the rise of digital channels. 

Join Phil Anderson, Director at The Forum, he will be discussing how contact centres can address their top scheduling and forecasting challenges with Scott Budding and Neil Draycott of Business Systems.

Our webinar will cover:
 - How to forecast with historical data which may be skewed 
 - Top tips on addressing a hybrid workforce in 2021 and beyond
 - Top tips on how to address employee wellbeing and agent engagement
 - How to position your contact centre with the transition to self-service and digital channels while providing an exceptional customer service

Free Webinar: Planning for COVID-19 Series 2: 365 Days Later

Hosted 11th March 2021

March will bring the 1st birthday of COVID-19 as a Pandemic and the month which first saw the United Kingdom introduce a National lockdown. This webinar will explore the patterns, the trends and the lessons learned by the Customer Contact industry.

Free Webinar: Planning for COVID-19 Series 2: The new flexibility challenge: temporary versus permanent solutions

Hosted on 11th Feb 2021 by Phil Anderson

11-months of temporary response are starting to feel like enduring solutions, this webinar will explore how flexibility is changing. Understand the new and changing demands of our colleagues and how to provide effective support.

Free Webinar: Planning for COVID-19 Series 2: What will hybrid home working mean for you? Sponsored by Sensée

Hosted on 9th February 2021 by Phil Anderson

Hybrid home/office working is not a thing. It’s something that looks very different to organisations depending on their circumstances, business objectives and employees’ wishes. 
 
Will:
 - Employees be 100% homeworking or part-time homeworking/part-time office working? 
 - Recruitment and training be virtual or office-based? 
 - Working hour schedules be fixed or flexible?
 - Equipment and desks be company-supplied or HomeAgent-supplied? 
 - You be running a blended estate where some people are 100% homeworking and others 100% office-based? 

Phil Anderson, Director at The Forum will be joined by Sensée Consultancy Director Rob Smale, who will introduce the Sensée Hybrid Homeworking Matrix and show how it can analyse the practical implications of different hybrid homeworking options for your business. This will be followed by a panel discussion and an opportunity to position your questions.
 

Free webinar: Simplified Workforce Management Sponsored by Eleveo

Hosted on 21st January 2021

Join Phil Anderson Director at The Forum & Dan Solomon & Liam Anderson of Eleveo, for a discussion on how we rethink the complexity of forecasting and scheduling to create a simplified and trusted plan which is understood by the business. Whether this is your first step into planning, or you are an experienced planning professional this webinar will be of interest. 

 - Understand key principles to forecasting and how to use these effectively
 - Simplified scheduling, providing choice and control for you advisors
 - How all levels in your organisation will benefit from a simpler approach to WFM
 - How to provide meaningful on-the-day insight
 

Free webinar: A journey worth taking sponsored by Business Systems

Hosted on 25th November 2020

It can be too easy to repair the mistakes that we see and not explore the reason behind these. This webinar will take a look at how clear business strategies along with right customer journeys support meaningful work and a respectful culture for employees.
 - Discover the benefits of understanding the customer journey
 - Set clear metrics to drive the right outcomes and behaviours
 - Become more efficient and drive continuous improvement
No one said this would be easy, but it is definitely possible

Free Webinar: How to motivate your team without mindreading Sponsored by Rising Vibe

Hosted on 5th November

During challenging times, it is very easy to feel the pressure to ‘make other people feel better’. Unfortunately for all of us we can only control what we feel, not how anyone else feels. 

During this webinar we will explore how to challenge and support your team to:
 - Take responsibility to get their own needs met by raising awareness 
 - Take action to get their needs met to enable self-motivation 
 - Recognise how their needs impact their resilience levels 

Join us for this exciting session featuring Lou Banks, Director and Founder of Rising Vibe. Lou wants you to feel better to do better in business. She’s passionate about helping you get to grips with emotion, tackle thoughts and address feelings. Because when this happens it can have a huge impact on business performance.
 

Free Webinar: The Agents' Voice - hear what they have to say

Hosted on 22nd October 2020

Research findings that will surprise you

QStory will share with you recently conducted research with Contact Centre agents to understand what really drives them, why they move jobs, what makes them happy, what they think makes the customer happy and why they want to stay with their employer.

Join QStory's COO Fiona Coleman and Customer Success Manager, Tony D'Cruze are joined by Marcus Hickman from Davies Hickman and special guest Martin Teasdale.

Free Webinar: Rethinking Operations Sponsored by Verint

Hosted on 15th October 2020

Rethinking Operations – why NOW is the time to build on your foundations

All customer operations have had to deal with significant challenges in 2020. Whilst as an industry we have responded well to the global situation, many organisations are still making do with inefficient processes, gaps in data and the disruptive consequences for people management.

This will become unsustainable as we move forward into 2021. Join this webinar to discuss and discover:

 - How becoming more proactive now can help create flexibility and success in the future
 - The real, key lessons from 2020 and how can we use this learning to build momentum for 2021 and beyond
 - What new skills are needed to ensure operational management practices engage our employees and empower our leaders

This must attend webinar, will cover best practices across the industry - as well as what to avoid.
 

Free Webinar: Join the Scheduling Revolution. Sponsored by NICE

Hosted on 23rd July 2020

In the new work-from-home era, contact centres are facing a paradigm shift in intraday management. Intraday contact centre activity has been dramatically disrupted, and the scheduling needs of agents, who are juggling work and personal responsibilities in the home, have been turned upside down. Amid ongoing change, contact centre managers who are also working remotely need to keep agent performance consistent throughout the day and ensure that staffing is optimised. 

Join our webinar to learn more about:
 - The root causes of the new work-from-home challenges.
 - The unique technologies and techniques that can solve these challenges in the contact centre.
 - New opportunities to improve performance and create more elastic intraday staffing in work-from-home models. 

Sue Bolt is an expert in workforce management, with extensive experience working at companies that include NICE, where she currently serves as a WFO solutions manager, in addition to Barclays and T-Mobile.   

Free Webinar: Micro scheduling, peak shaving and split shifts: Innovations in Planning and the homeworking operating model. Sponsored by Sensée

Hosted on 16th July 2020

The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.

In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts. As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.

Scheduling & Flexibility Toolkit

Hosted on 3rd July 2020 by Phil Anderson

One you have determined the volatility of your volumes you can start to think of ways to manage this through scheduling. The flexibility toolkit contains 18 options that you can use in your business. Learning outcomes include:
 - What are the flexibility options and which can be combined? 
 - Pros and cons of each method and case study examples of how they’ve been implemented.
 - Understanding how different tool kit options can be used strategically and tactical

Planning For Wellbeing

Hosted by Phil Anderson on 12th June 2020

This module introduces the broader concept of planning for wellbeing and ways to support your colleagues. Understanding these key considerations will help you to create a workforce strategy with wellbeing at the heart. 
 - What is wellbeing and why this is important?
 - The 5-key steps for wellbeing
 - Our responsibility as Planners to ensure we support wellbeing

Understanding your Volatility & Flexibility

Hosted on 11th June 2020 by Phil Anderson

The basis of a best practice scheduling strategy is a clear understanding of the volatility of workload and the amount of flexibility to need and can afford.  This module introduces you to theoretical models and calculations to understand your flexibility need.  Learning outcomes include:
 - What does volatility & flexibility mean and the importance of defining these for your business.
 - How to calculate the volatility of demand and amount of flexibility available
 - Understanding different flexibility needs based on different starting positions, e.g. annually and daily, compared to average, compared to budget

Predictability of Events

Hosted on 9th June 2020 by Alison Conaghan

A chance to practice assessing the predictability of events through a classic exercise from The Forum to help you hone your skills in forecasting ad hoc events.

Intro to The Planning Cycle

Hosted on 8th June 2020 by David Preece

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs
 - Play a part in driving continuous improvement and become the nerve-centre of the business

Workforce Strategy

Hosted on 8th June 2020 by Phil Anderson

Your workforce strategy delivers your strategic objectives, however this too often is an afterthought after budgets have been agreed. This module explores the importance of a fully costed operating model.

 - Linking the shifts that are worked to the business strategy
 - Benchmark your current approach against the maturity model
 - Have clear next steps to improve your workforce strategy

The Strategy Pyramid

Hosted on 28th April 2020 by Ian Robertson

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Understanding the Flexibility Toolkit

Hosted on 12th February 2020 by Phil Anderson

Once you have determined the volatility of your volumes you can start to think of ways to manage this through scheduling. The flexibility toolkit contains 18 options that you can use in your business. Learning outcomes include:
 - What are the flexibility options and which can be combined? 
 - Pros and cons of each method and case study examples of how they’ve been implemented.
 - Understanding how different tool kit options can be used strategically and tactical


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

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