On-Demand Webinars

Membership Panel Discussion

Originally broadcast Monday 24th March 2025, 10:30

Membership – The Value of a Professional Community
Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally

Opening Keynote - Raising Standards

Originally broadcast Monday 24th March 2025, 09:30

The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence.

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partnership with Calabrio, to discover how Moneypenny has leveraged Calabrio WFM to move beyond rigid scheduling and outdated availability metrics - ensuring fairness, efficiency, and flexibility across their team.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

Can AI Truly Revolutionise Customer Experience?

Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX).

This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth.

Technology Showcase: Calabrio

Originally broadcast Tuesday 15th October 2024, 12:30

Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins

Learning & Development with The Forum

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience. 

Panel Discussion: Standards Benchmarking

Originally broadcast Monday 14th October 2024, 12:30

Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins

Opening Keynote - Shaping the Future

Originally broadcast Monday 14th October 2024, 10:30

This year we challenged you to Shape Your Future, but is the future already here?

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.

Webinar: Seasonal agility: Mastering operational readiness with strategic forecasting & flexibility in partnership with Calabrio

Forecasting isn’t just about predicting trends; it’s about preparing your business to thrive in a dynamic environment. As seasonal demand surges approach for many contact centres, operational readiness becomes essential for looking to stay efficient, agile, and adaptable.
 
In this webinar, in partnership with Calabrio and Business Systems, we’ll explore proven strategies for creating forecasts that not only anticipate customer needs but also drive operational alignment and flexible planning. Learn how to build scenario-based plans and deploy agile playbooks that allow your team to respond effectively to fluctuations in demand.

Carl Mills, Planning & Forecasting Specialist from Eurostar, and Jamie Airey from UK Power Networks will be joining Phil Anderson, CEO at The Forum, Scott Budding from Calabrio and Oli Stephens from Business Systems for this interesting and educational session.
 
This session will provide you with the tools to engage key stakeholders, set accurate expectations, and optimise performance, even in the face of volatility.