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.
Agentic AI in Practice: Transforming Contact Centres and Beyond
Agentic AI marks a new era in enterprise automation. Unlike traditional bots or scripted workflows, Agentic AI introduces autonomous digital agents that can reason, adapt and act independently within defined boundaries. These agents are not just reactive tools; they are proactive collaborators, capable of navigating complex tasks, learning from interactions and driving measurable outcomes.
This article explores how Agentic AI is reshaping contact centres, from customer experience and service delivery to planning and operational improvement. It will also highlight broader applications across sectors.
RESET | REDEFINING
Benchmarking Sickness: Resetting How We Read the Numbers
Our latest shrinkage benchmarking survey shows average sickness absence at around 8%. At first glance, this appears higher than last year’s 7.6%, suggesting an upward trend. That conclusion would be misleading.
Reset | Redefining Outsourcing
For many organisations, outsourcing customer operations has historically been treated as a commercial transaction rather than a professional capability. Contracts are negotiated, suppliers are appointed, and governance frameworks are established to monitor performance. Yet despite the scale, complexity and strategic importance of these relationships, outsourcing is rarely managed with the same discipline applied to areas such as workforce planning, customer experience design or operational transformation. This gap is becoming increasingly difficult to ignore.
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.