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: How NatWest has transformed contact centre productivity & adherence whilst improving colleague engagement at scale with QStory

8th March 2022, 12pm

NatWest has been live with QStory, the pioneers of intraday automation for 12 months. The initial roll out was to 2,500 agents in Customer Contact. Other departments rapidly came on board, taking the total deployment to 4,000 agents.
 
Hear how this implementation has helped to;
 - Deliver the NatWest colleague agenda and associated cultural change
 - Enable the reinvestment of time back into agent professional development and engagement
 - Transform productivity and schedule adherence

Free Webinar: Key Industry Trends in 2022 - The 3As

Hosted by Phil Anderson on 17th February 2022

Attrition, Attraction and Absence will be on going challenges during 2022. With a continued uncertainty around COVID and an indecision on what hybrid working really means, a number of problems will be experienced due the “3-A’s”.

  • Understand how to control your attrition and benchmark against the industry.
  • Develop an attraction strategy, helping to develop careers.
  • Learn how to manage absence to reduce the impact of Pandemic related sickness.

Free Webinar: Agent Mental Health: How Behavioural Data Science Can Improve Wellbeing in partnership with Sabio

Hosted on 10th February 2022

Phil Anderson, Director at The Forum will be joined by Scott Budding from Sabio and Phoebe Asquith of People Matter to discuss the importance of monitoring and supporting the mental health of contact centre agents.

This session will focus on how psycho-social research has presented new ways for us to surface tailored insights and understand root causes of poor mental health. 

Free Webinar The Changing Interdependencies within Contact Centre Stakeholders with NICE Systems

Hosted 3rd February 2022

Customer + Colleague + Corporate - The Changing Interdependencies within Contact Centre Stakeholders

Customer + Colleague + Corporate: Over time, each of these constituent parts of the contact centre ecosystem have traded focus. We are now in an age where colleagues and staff are seen as the key component to success. The "Great Resignation" is being driven by a highly competitive job market, with organisations competing for staff. What can contact centre managers to do combat this?

 - Drive up employee engagement
 - Offer effective development plans for staff
 - Understand and map out the Employee Journey
 - New definition of Hybrid Working
 - What role does WFM play?

Free Webinar: Enabling your business to deliver workforce agility with Anaplan

Hosted 27th January 2022

The ability to attract and retain qualified talent remains a top concern for most business leaders and executives, but these challenges have been compounded by the pandemic, causing shifts in the workplace, people moving between and out of jobs, and rising salaries and wages.

Join our webinar to discover the best way to eliminate siloed planning and foster real-time collaboration across your business functions. Phil Anderson and Anaplan Vice President, HR Practice Rupert Bader will discuss how you can:  

 - Save time and costs by eliminating cumbersome spreadsheets
 - Bring transparency to your workforce and manage key metrics for talent costs
 - Create a comprehensive, up-to-date digital model of your organisation to streamline workforce planning and increase business impact and resilience
 - Drive engagement and collaboration on talent and budget decisions that are aligned with business strategy and priorities

Talent continues to be one of the biggest risks and costs to many organisations today, with all eyes on HR to effectively utilise data to ensure the workforce aligns with objectives for business growth and success. HR and workforce planning must become dynamic, continuous, and an extension of strategic, operational, and financial plans.

Planning for Covid-19 Series 3: Part 3, shaping the future

Hosted by Phil Anderson

There feels to be an endless list of challenges, from high attrition, unpredictable customer demand and pressure to deliver against old targets, so how can we lift our heads out of the detail and think strategically? This live webinar will look at practical ways of keeping one eye on today, with another on the future, helping you to gain confidence with your forecasting as you shape the future.
 - Understand the top challenges and practical ideas to manage these better.
 - Learn engagement techniques to drive understanding and learning.
 - Hear the latest thought leadership from across the industry

Free Webinar: Planning For Covid Series 3 Understanding our customer

26th October 2021, 12pm

Understanding our customer. Historical seasonality and demand profiles have changed making forecasting harder than ever. How can we identify short-term changes to long-term trends? 
 - Understand the current top challenges from across the industry.
 - Hear how different organisations are approaching these with new and innovating ideas.

Free Webinar: Contrasting worlds at British Gas before and after the implementation of ‘Intelligent Automation’ from Intradiem

Hosted on 21st October 2021

Hear from Matt Rumins (Intradiem) and Scott Watkin (British Gas) as they reflect on the current challenges being faced by real time and planning teams and what a tough environment it is to operate in. Featuring the contrasting worlds of operating before and after the implementation of ‘Intelligent Automation’ from Intradiem, Scott & Matt will explain what life was like before features like real time task management, flex staffing, call handling support and dynamic coaching were available and cover some of the key benefits these are now bringing to agents, team leaders and planning teams. 

Free Webinar: How your business can fight back against volatile demand. Sponsored by QStory

Hosted on 30th September 2021

Traditional forecast models and techniques have been undermined by changes in customer behaviour as a result of the pandemic which have made demand levels increasingly volatile. Instead of being a cause for concern, is this an opportunity for Planning teams everywhere to change their focus?  Is it time that the focus was placed on flexibility and the ability to respond to volatility? In this webinar, David Preece from QStory and Dave Vernon Director at The Forum will discuss the drive for accuracy vs the drive for agility and highlight the key role that Intraday Automation can play in helping planners to adapt to 'the new different'.

Free Webinar: Planning For Covid Series 3 What are the top challenges organisations face right now?

Hosted by Phil Anderson

The Planning for Covid-19 series 3 will again share real-life examples of the challenges along with practical ideas to limit the impact and even prevent these from happening.
 - Understand the current top challenges from across the industry.
 - Hear how different organisations are approaching these with new and innovating ideas.

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