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.

Free Webinar: Lessons learnt from managing one of the UK’s largest home-based contact centres with Jet2 Holidays in partnership with QStory

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Join Louise Smith from Jet2 Holidays as she chats to QStory’s Nick Ashmore in this insight-packed 30 minute session
- From surviving to thriving – getting agent wellbeing right in a home working environment 
- Transforming the role of team leaders and creating new support departments
- How to move everyone to home working in 3 days
- Realising they had an absenteeism black hole and how they resolved it

Understand the Value of Time in Real-time Planning

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As planners do we see time away from the operation mainly as a cost to control? Instead, how could we analyse where each different area of shrinkage time is adding value? We need to look from the colleague as well as the customer and commercial point of view. This webinar will look at how planners in a real-time environment need to consider these items and how this can change our decisions,
 - Be inspired by an award winning Tactical Planning Manager who demonstrated their success in our 2023 Planning Awards
 - Understand how decisions can affect adjacent measures to the ones we expected.
 - Hear the top takeaways from our awards judges from this year’s awards programme.

Scheduling and the Flexibility Toolkit

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Scheduling isn’t any easier, however our understanding of what works and what doesn’t improves year-on-year, especially with award case studies from Student Loans and RSA. This webinar will explore the challenges of scheduling how the flexibility supports changes and how we can learn from inspirational best practice case studies.
 - Learn the key concepts to build sustainable flexibility.
 - Benchmark yourself by learning what other organisations have successful implemented.
 - Be inspired by Flexi-time at The Student Loans Company and other award case studies.

Forecasting, shaping the future with playbooks

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The purpose isn't to predict the future it is to prepare for the future. The one thing we can predict with confidence is that the future will be uncertain. 

In this webinar we will explore how to forecast uncertainty and have the right plans and playbooks in place to be prepared to deal with this.

Building Best Practice Technology Partnerships

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Making the right decisions when investing in Technology is vital to guarantee it drives value. More importantly building a partnership with your provider is often the most critical step to ensure effective deployment, understanding, embedded usage and engagement.  This webinar will look at what it takes to build an award winning partnership with your technology provider, learning from Award winning Case Studies and our industry leading Judges.
- Learn the building blocks for developing a successful partnership
- How communication and understanding lay the foundations for success
- Be inspired by award winning organisations who demonstrated their success in our 2023 Partnership Award

Learning from the 2023 Awards

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The Forum is always looking for new and inspirational examples of organisations, teams and people raising standards and this year’s awards again demonstrated best-in-class examples of organisation innovation & transformation. This webinar will help you to learn more about the awards programme, including how to access the 68-short-listed finalists stories and hearing from the judges who supported the programme. As a learning organisation our responsibility is to make learning easy for you, and these award case studies provide practical ideas and solutions alongside their inspiring stories.
 
The 2024 Awards submission is open now, so why not get involved? Hear from this years participants on what it is like to be a finalist and what is involved in the process, alongside hearing what its like to be a judge.

Free webinar: Learn from our award-winning customers with Calabrio

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Calabrio customers swept The 2023 Forum Awards with 8 shortlisted and 4 wins, including the Department for Education and Hoover Candy who both picked up prestigious Planning awards. Join self-confessed WFO enthusiast and expert, Scott Budding, for a lively discussion on best practice from our award-winning customers, and live demonstration of the top capabilities of Calabrio's solution as voted by our users! 

Free Webinar: Strength in Numbers – Best practice for your planning function! in partnership with CCMA Ireland

4th May 2023, 12pm

Join Phil Anderson and Dave Vernon, Directors at The Forum for a lively discussion about:-
 - Preference and choice, an introduction to our 8 key considerations for a workforce strategy
 - Forecasting and shaping the future, how to create a strategy which offers the flexibility and agility to respond to changes, known and unknown.
 - The value of shrinkage and the power of playbooks – how to be more forward thinking and engage with your stakeholders.

Free Webinar in partnership with NICE: KPIs and how they drive the narrative of performance

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In this session we will look at the relationship between KPIs and how they are influenced by the context that they are measured in. Join Graeme Gabriel, WFO Solutions Consultant from NICE and Phil Anderson Director at The Forum for a lively and interesting discussion touching on;

- KPI Interdependence
- OKR to KPI
- Context is everything
- KPI Matrix

Free Webinar: Resilience 2.0 - In It Together in partnership with Sabio

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Resilience 2.0 - In It Together ... the power of community, identity and control
 - Setting the scene - Agent Experience (AX) in the contact centre today.  The cost of poor agent mental health and the opportunity for change.
 - Resilience as a team sport - the importance of creating an environment where agents can be their best.
 - The power of data in creating this environment - and in driving a systematic approach to wellbeing.
 - Key Takeaways - what can I do today?

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