On-Demand Webinars

2024 Planning Awards: Sam Collings at OVO Energy

Sam renewed the approach to recruitment and training. With her approach, the blend of weekend and remote workers has enhanced operational efficiency and relieved pressure on agents whilst improving morale. Embracing social media, they maintained service levels and reduced contact volume, achieving a 70% satisfaction rate and a 33% decrease in queries. Sam’s data analytics have driven continuous improvement, enabling personalised service and proactive customer engagement.

2024 Planning Awards: Stephen Banim at indeed

Stephen implemented innovative forecasting methods, driving efficiency and cost reduction through leveraging data-driven insights. Collaborative solutions, guided by his effective communication style, helped tackle challenges such as integrating new features like chat. Stephen exemplifies the transformative power of experience and strategic thinking, setting a standard for excellence in modern workforce management.

2024 Planning Awards: Michael Ferrera at indeed

Michael champions accessible data presentation, pre-emptive issue identification, and real-time response strategies. His approachability and dedication to learning earn praise from stakeholders, while his collaborative spirit fosters a culture of innovation. Projects include self-scheduling implementation and a shift towards future-focused data analysis. Michael’s efforts not only streamline operations but also cultivate a data-centric culture.

2024 Innovation & Transformation Awards: Driving Operational Excellence at TSB

The TSB Planning team have demonstrated the importance of collaboration, skill development, and innovative tools in driving operational excellence within organisations. By creating a culture of open communication, embracing upskilling initiatives, and leveraging data-driven insights, teams can enhance performance, drive innovation, and achieve sustainable growth. This transformation has seen the adoption of Power BI and the transition from using excel spreadsheets to the implementation of a real-time alert system.

2024 Innovation & Transformation Awards: Navigating Operational Challenges with Data driven decision-making at Hiscox

A cultural transformation built on visibility and transparency of data and how this is used to drive better decisions. Trust has been built in understanding and using the data to change the decision-making dynamic. Confidence with data has improved the understanding of customer and colleague behaviour. This case study demonstrates the transformative power of data-driven decision-making and strategic evolution in driving operational excellence.

Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

Keynote: The Value of Community

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

Learning from the 2023 Awards

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.

Technology Showcase - NICE

Originally broadcast Tuesday 16th May 2023, 13:15

Forecasting and AI working together to drive Accuracy. Join Colin and Graeme from NICE as they will  be demonstrating the role of data and AI in the forecasting process, and how it drives improved accuracy.

Technology Showcase: QStory

Originally broadcast Monday 15th May 2023, 13:15

Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.