Catch up with past Partner Webinars here. These are free to watch and do not count towards your membership.Click on the logos below to see content from The Forum or our partners.
Endnote
Friday 20th March, 13:30
Understanding the people puzzle
Originally broadcast on Friday 20th March, 10:30
Thought Leadership followed by a discussion, with recently awarded Coach of the Year, Lee Houghton, Improvement Coach, Get Knowledge.
Workshop: Why a ‘reset’ in vulnerability customer service is necessary now
Orginally broadcasted on Thursday 19th March, 14:30
In this session, Helen Pettifer will explore why traditional approaches to vulnerability are no longer fit for today’s customer landscape. Vulnerability has not simply increased — it has changed in nature, complexity and visibility.
Workshop: Opensource Tooling & Methods
Originally broadcasted on Thursday 19th March, 13:30
Whilst Excel remains the original example of “Open Source Tooling” in our industry it does come with its limitations. In this session we will discuss how tools such as “Python” “R” and “Shiny” can be utilised within planning and insight and the benefits they can bring. This session will feature expert input from Phil Stubbs from Atlantic insight.
Workshop: Data Principles in a CCaaS World
Originally broadcasted on Thursday 19th March, 10:30
This session highlights the essential principles needed to manage, govern, and activate data in a cloud‑native environment and discussed the differences from how data is presented from on premise platforms.
Keynote: Redefining Data, Analytics & Insight
Originally broadcasted on Thursday 19th March, 09:30
Resetting Insight explores how data, analytics and AI are moving from reporting to responsible, autonomous decision-making, and how organisations can embed insight directly into the systems that shape customer and colleague experiences.
Workshop: Automated Quality
Originally broadcasted on Wednesday 18th March, 15:30
Automated Quality gives us the chance to reset what QA exists to do. This session looks beyond automation as efficiency, and instead explores how redefining the QA role can unlock greater value, shifting focus from checking interactions to shaping performance, insight and outcomes.
Technology Showcase
Originally broadcasted on Wednesday 18th March, 12:30
Join QStory's David Preece for a tech showcase of our Back Office solution, Work Item Manager. This session will demonstrate how the system acts as a "Back Office ACD'" to accurately capture true handling times, measure agent productivity, and replace gut-feel planning with reliable, data-driven metrics.
Keynote: Redefining Operational Improvement
Originally broadcasted on Wednesday 18th March, 09:30
Resetting Improvement explores how Quality, Learning, Knowledge and Continuous Improvement must evolve for a new era of customer operations, moving beyond legacy habits and outdated metrics toward adaptive frameworks, evidence‑based readiness and human‑centred performance that can thrive in the complexity of 2026 and beyond.
Workshop: Redefining Real-Time
Originally broadcast on Tuesday 17th March, 15:30
Organisations that invest only in automation will create faster operations. Organisations that invest in people + AI + learning cultures will create smarter, fairer, and more resilient systems.
Workshop: Redefining Scheduling
Originally broadcast on Tuesday 17th March, 13:30
To prepare for the future of AI-driven scheduling, organisations must shift from control to design, from discretion to governance, and from firefighting to readiness, developing planners as system stewards, leaders as culture architects, and employees as responsible participants in a shared, transparent workforce ecosystem
Aspect Technology Showcase
Originally broadcast on Tuesday 17th March, 12:30
From Excel to Execution: A New Way to Plan Capacity Most contact centres still rely on spreadsheets to plan capacity and staffing, even though the pace of change has outgrown static models. In this 45-minute joint technology workshop, Aspect and Cinareo will show why moving beyond Excel is no longer optional, and what good capacity planning discipline looks like in practice.