On-Demand Webinars

Endnote

Originally broadcasted on Friday 16th October 2026, 12:30

As the virtual conference draws to a close, join us for a final reflective discussion that brings together the key themes, conversations and challenges explored throughout the week. We'll look beyond the notes, slides and presentations to ask a more important question: what will you do differently because of what you've heard? From AI and innovation to planning, leadership, customer experience and continuous improvement, this session will explore the ideas that stood out, the lessons worth taking forward and the opportunities to turn learning into action. We'll challenge delegates to think about their own commitment to raising standards. What is the one thing you'll take away, apply and act on when you return to work? Because learning only creates value when it leads to change. A practical, thought-provoking and engaging close to the week that will leave you inspired to turn ideas into action and continue raising standards across your organisation.

Key Planning Assumptions

Originally broadcasted on Thursday 15th October 2026, 15:00

Every forecast, schedule and operational decision is built upon assumptions. Yet many organisations rarely review whether those assumptions remain valid. This session explores the planning assumptions that matter most, drawing on our latest benchmarking research together with examples from leading. We'll examine how high-performing planning teams validate assumptions, respond to changing demand and create decision-making processes that improve confidence across the business. 

QStory Technology Showcase

Originally broadcasted on Wednesday 14th October 2026, 12:30

How Enova Redefined Automation and Flexibility, Empowering Strategic Analysts to do more
Join Enova’s Jodi Maffitt and QStory's Barry Jones, to discover how replacing manual WFM processes with QStory's real-time automation empowered agents with schedule autonomy, eliminated planner burnout, and delivered real operational efficiency. Learn how Enova transformed daily workflows, plus get an exclusive sneak peek at next-generation tools shaping the future of contact centre agility.

Positive Tension Keynote

Originally broadcasted on Wednesday 14th October 2026, 10:30

Positive tension is the hidden engine of high‑performing teams, and this session allows you to understand how you can utilise this tension effectively in teams/operations and organisations. Drawing on Kate Manton’s global leadership and operations background, we will explore how differences in thinking aren’t conflicts to avoid but the gap that drives better teamwork, decisions, stronger collaboration, and smarter customer operations. 
 

Planning Keynote

Originally broadcasted on Wednesday 14th October 2026, 09:30

Best-in-Class Planning: From Best Practice to Better Decisions
The pace of change in customer operations has never been greater. AI, automation, flexible working and rising customer expectations are changing how organisations plan, allocate resources and make operational decisions. Drawing on the latest Standards Benchmarking Assessments, this keynote explores what genuinely differentiates best-in-class planning teams from the rest. 
 

Verint Technology Showcase

Originally broadcasted on Tuesday 13th October 2026, 12:30

Move Your Shift, Keep Your Coverage
What if an agent could move a 9 a.m. start to noon and make up the hours on Thursday, without sending a single approval request? What happens to service levels when hundreds of agents make changes like that every month? And how do you reward the people who pick up the shifts nobody wants? Verint TimeFlex answers all three with a bot that runs on top of your existing WFM system. It checks every requested change against forecasted volume, capacity and performance in real time, and only lets through the changes the business can absorb.
 

#RaisingStandards Keynote

Originally broadcasted on Monday 12th October 2026, 10:30

Be Ready to Learn: Turning Learning into Lasting Impact
Learning is about far more than attending a conference, completing a module or gaining new knowledge. The real value comes from creating the time and space to reflect, challenge existing assumptions, apply ideas in practice and share what we discover with others. In this keynote, we explore what it means to be prepared to learn, from understanding how we learn and protecting time for development, to creating the structure, support and momentum that turns learning into action.

Virtual Best Practice Showcase – Planning

Join us for a practical showcase featuring Planning Leaders and teams recognised through our Awards Programme. With award-winning examples from eBay and Nationwide, we'll explore how Planning is evolving beyond traditional forecasting and scheduling to become a strategic driver of operational performance. Our speakers will share the challenges they faced, lessons they learned, and how their work has continued to evolve since their award submissions.

Virtual Best Practice Showcase - Continuous Improvement & Effective Change

Hear from OVO Energy & LNER as they talk about Continuous Improvement & Effective Change. They will discuss how to stop burn out, how to bring the whole centre along with the change and how to prioritise projects and show the benefits from each change.

Forecasting: Embrace the Unpredictable

Effective contact centre forecasting is often about eliminating uncertainty but it doesn’t have to be; it can be about deliberately planning for it. By viewing demand as a probability rather than a promise, you have the option to transform ‘residual noise’ from a source of failure into a strategic buffer that stabilises your operations.

Webinar: The Manager's New Toolkit: Closing the Action Gap in the AI Era in Partnership with Centrical

Frontline managers have never had more performance data, and never had less time to act on it. Signals are scattered across QA, WFM, LMS, CRM, and a growing stack of dashboards. Now AI agents are joining the workforce as a new layer to oversee, and the gap between performance insight and performance change is widening fast.

This is the action gap. Closing it is the defining challenge facing frontline leaders this year.

Join Ian Chappell, Director of Consulting, EMEA at Centrical, for a practical follow-up to The Forum's Best Practice Showcase. Ian opens with a look at why most platforms are widening the gap rather than closing it, then previews three Centrical capabilities built for the manager's job in a hybrid human-AI workforce.

Partnerships

Technology is the key enabler for success in our industry and it is key that relationships between end users and technology providers continue to improve, so raising standards in customer operations. 
NCFE x SVL were totally aligned in the requirements from a new CCaaS implementation and how this delivered a seamless journey to delivery of a truly omni channel platform. 
NatWest wanted to offer more than just the minimum for their vulnerable customers, so worked with National Support Network to offer trusted support that went beyond just banking.