On-Demand Webinars

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.

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Free Webinar: 2023 Best Practice Programme

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On the 31st January The Forum will be launching our 2023 best practice programme, which includes: virtual networking, learning from our award finalists, our customer strategy & planning conference, along with the community connection conference later in the year.

For those who follow The Forum, you will know that each year we reframe our thinking with an annual theme.

This year’s theme is designed to frame our thinking around the importance of numbers, people and relationships. When these come together, we are energised to drive action, bring the best out on each other and have the courage to innovate and improve. We are only as strong as the weakest link, fortunately almost 25-years of raising standards means our collective strength and health has never been better.

Join us for another year of improving, growing as a person and professional feel the value of the community.

Partner Article: Call center attrition: why do staff leave - or stay?

Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 

Community Learning Keynote

Originally broadcast Friday 18th November 2022, 12:30

Hear from a Forum Hero and organisations who have taken a team approach to learning.

Verint Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw JonesWorkforce Management Guru at Verint.

NICE Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Psychology of Adaptive Choice Join Graeme and David from NICE, as they revisit The Psychology of adaptive choice, the challenge of offering our agents choice and empowerment over their schedule.

QStory Technology Showcase

Originally broadcast Monday 14th November 2022, 10:30

Hear from Gold Sponsors QStory as they showcase examples of how NatWest and Anglian Water are using Intraday Automation to transform the experience for agents, team leaders and planners. 

Free Webinar: Outsourcing

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What are the key ingredients for a Outsource partnership? This webinar will explore the advantages of working with a strategic partner to support and help you realise your goals.
 - Hear how you can stay in control and drive even better results
 - Learn best practice principles to build a great partnership
 - Gain valuable insight into the advantages of outsourcing

Free Webinar: Focus on what matters most

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The true success of any metric lies in the behaviour that it drives, so choose wisely what you report or target, and build a strong foundation of diagnostic measures first. Great performance doesn’t happen by chance. This webinar will:
 - Help you to understand how a metric can serve many purposes
 - How you move away from average and understand variability and change
 - Learn to influence and drive better decisions
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