On-Demand Webinars

Webinar: Aligning People and Planning: Smarter Scheduling for Happier Agents in Partnership with Calabrio

In today’s contact centers, scheduling is no longer just about filling shifts, it’s about empowering people, building flexibility, and creating an environment where agents feel engaged and supported. Because when agents are happier, they deliver a better experience for your customers.

That’s precisely what Lego, The AA, and Macmillan Cancer Support - all proud Calabrio customers - are doing. And now, they’re coming together to share how they’re rethinking forecasting and scheduling to create better outcomes for both their agents and their organizations.

In this session, you’ll hear how these leading brands are tackling some of the biggest challenges in workforce management.

Whether you’re a WFM leader or contact centre manager, you’ll walk away with real-world insights and practical ideas to build a smarter, people-first scheduling strategy that leads to happier agents and stronger results.

2025 Best Practice Showcase: Rising Stars

In this final session of the 2025 Virtual Best Practice Showcase, we’ll be discussing this year’s Rising Stars – ​​​​​​talented professionals who’ve turned being new into a superpower.

Through these stories we’ll explore how curiosity, rapid learning, and fresh perspective can drive innovation, challenge the status quo, and spark lasting change. From automating processes to reshaping reporting and improving onboarding, these Rising Stars show that bold questions and small actions can create big impact.

This session is a celebration of what happens when new voices lead the way.

2025 Best Practice Showcase: Partnership Principles

The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover a wide range of areas including, chatbots, robot workers, employee engagement platforms and technology stack transformations.

2025 Best Practice Showcase: Knowledge Management & Learning

Real change happens when people come together with a shared purpose, to identify gaps, seize opportunities, and deliver on customer and employee expectations.
Since the year 2000, we've seen organisations develop smarter performance assessments, targeted development strategies, and Knowledge bases that don’t just store information, they spark transformation.

2025 Best Practice Showcase: Partnerships

The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover all things WFM and WFO,

Webinar: 5 Ways to Transform Workforce Planning Using Interaction Analytics in Partnership with Business Systems

What if your contact centre conversations held the key to more informed forecasts, smarter scheduling, and fewer repeat contacts? 
In this insight-packed webinar, Business Systems’ CX Consultants explore 5 powerful ways interaction analytics is reshaping workforce planning in 2025. You’ll hear from WFM and speech analytics experts on how forward-thinking resource planning leaders can harness conversation insight, using it to improve everything from repeat contacts to agent coaching. 

2025 Best Practice Showcase: The Evolution of Planning

Hear from our finalists on how planning is evolving and raising standards across the business including back office and field.

2025 Best Practice Showcase: Summer Tour Launch: 20 Transformational Innovations Changing the Future of Work

Join us for an inspiring and insightful webinar celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

Webinar: How Moneypenny balances workforce autonomy with smart operational planning in partnership with Calabrio

Moneypenny has transformed the way they manage their workforce - gaining real-time visibility into employee activity while preserving the autonomy that sets their service apart. Rather than being confined to a desk in the way traditional customer service roles are organised, Moneypenny’s team works with greater flexibility, whilst continuing to deliver exceptional service across 20 million calls and chats annually.

Join The Forum’s upcoming webinar, in partnership with Calabrio, to discover how Moneypenny has leveraged Calabrio WFM to move beyond rigid scheduling and outdated availability metrics - ensuring fairness, efficiency, and flexibility across their team.
 

Webinar: Ditch the spreadsheets: modernise your front- and back-office planning in partnership with Anaplan

Increasing channel complexity, staffing shortages, growing cost pressure, and the rapid rise of AI are pushing front- and back-office operations – especially contact centres – to their limits. Yet, 80% of contact centres still rely on spreadsheets to manage all or part of their workforce capacity planning. 
Join us for this webinar to find out how to transform decades-old processes and discover how peer organisations are transforming their front- and back-office workforce planning to: 
 - Overcome channel complexity and manual processes to enhance efficiency and the customer experience 
 - Improve forecast accuracy and minimise over- and understaffing 
 - Boost collaboration with finance and HR to ensure your workforce plans align with your strategic goals and business demands 

Webinar: Employee engagement in the Digital Era in partnership with NICE

As the digital revolution continues driving change into the contact centre, and work life balance is vital to employees, its key that technology develops to support this.
 
In this session Graeme and Colin from NiCE will showcase new and exciting WFM features that have been created to support agent and operational flexibility.
 
This will include;

• Cognitive load schedule optimizer –create schedules that enable agents to remain focused and engaged.
• Bring your own schedule – BYOS. Ability for agents to customise completely and guarantee a schedule that balances your work and home life in a post COVID environment.
• Simulation - Simulate how that heightened awareness and concentration level will drive CSAT and productivity.

Webinar: Empowering Teammates: How eBay plans for experience to deliver customer success in partnership with QStory

Learn about how eBay built their strategy for customer success.
Gain from eBay's experience implementing a new solution in support of a new approach.
Live Q&A with eBay's James Stewart and QStory's Simon Beck to answer your specific questions.