On-Demand Webinars

Catch up with past Partner Webinars here. These are free to watch and do not count towards your membership.
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Free Webinar: Budgeting

Hosted on 27th Sept 2022

How to create an enjoyable budget process in 3 easy steps! It may take a few extra steps, however we need to start working towards an ongoing, collaborative budget cycle which drive accountability and shared responsibility. This webinar will:
 - Look at different approaches to budget and how these can be used to gain different perspectives
 - Focus on what matters and understand the difference between diagnostic measures and targets
 - Create a “Best-in-class” budget process which is enjoyable!

Free Webinar: Sickness, Presenteeism and Shrinkage

Hosted on 22nd Sept 2022

Wouldn’t it be great if we all understood Shrinkage! The 3A’s of Absence, Attrition and Annual Leave will remain problems until we truly understand these and learn how be manage and plan more effectively. In addition, we now have Presenteeism to add another layer of complexity. Fortunately, this webinar will:
 - Explain and define these commonly used terms to gain a shared understanding
 - Introduce the Shrinkage Wheel to effectively benchmark and deepen understanding
 - Become more confident in setting and describing these key assumptions

Free Webinar:‘3 is the magic number’ Top tips for improving your Quality Assurance programme in partnership with BPA Quality

Hosted on 20th September 2022

BPA Quality share their Top 3 tips for improving your Quality Assurance programme.  Hear from BPA’s Pete Dunn & Martin Teasdale as they join The Forum’s Chris Rainsforth to discuss three critical ways that will deliver immeasurable improvement to your QA Process. This interactive session will give you new thinking and approaches that you can apply in your organisation today!

Free Webinar: Learning from the Finalists

Hosted on 13th Sept 2022

Learning from others is at the centre of our ethos. Each year our members share their stories across Planning, Insight, Quality, Knowledge Management, Partnership and Innovation. Learning how other approach challenges along with the solution they choose, as well as don’t choose helps us to make better decision and less mistakes. This webinar will:
 - Showcase the winners from the 2022 Awards and identify key trends and challenges
 - Help you to become more effective in your role
 - Learn how to access over 100 inspiring case studies

Free Webinar: More than the Great Resignation in partnership with Davies

Hosted on 8th September 2022

The continued challenge of recruitment and retention is nothing new for the contact centre industry, with increasing levels of staff turnover and the challenge of retaining knowledge. The potential impact on costs, service and customer experience are clear – but what are the underlying reasons for this and what should organisations be doing to tackle this problem head on?
 
A broad range of initiatives are being adopted, some of which previously may have been restricted to start-up and high-tech organisations. Unfortunately, there isn’t a “one size fits all” silver bullet and the broadening chase for talent means that a range of dimensions needs to be continually reviewed and addressed.

Join Philip Michell, Consulting Director at Davies on the 08 September for The Forum’s webinar, as he reveals insights into the issues and explores the underlying reasons why the “Great Resignation” is impacting contact centre teams disproportionately, and what employers should be doing to address these reasons to return to stability.

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