Free Webinar: What is happening with Contact Centre Employee Performance? In partnership with Centrical

Hosted on 29th Sept 2022

In these uncertain times, employee engagement is crucial. Hiring is becoming difficult and the cost of turnover is growing. How are contact centre leaders dealing with engaging their workforce? Chris Rainsforth and Ian Chappell will discuss the Centrical report “The Reality of Contact Centre Employee Performance” (based on the responses of 241 contact centre leaders).

To grow employee engagement, 64.7% of respondents plan to increase compensation and benefits, with scheduling flexibility (54.8%) and improving manager communications (56.4%) identified as key focus areas.

Uncover insights and advice on what industry leaders plan to do to ensure their employees are engaged and performing well:
- Tracking and improving employee engagement
- Key focus areas to enhance the employee experience
- Top worker management priorities in the contact centre

Categories: Partner Webinar Recording

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

On-Demand Webinars