On-Demand Webinars

Strength in numbers the value of community

We build strength when we focus on how we collaborate and who we do this with. When we bring together trusted data, analysis and insight alongside a group of people with a collective desire to improve, we can achieve greatness.

Webinar: Resilience 2.0 - In It Together in partnership with Sabio

Resilience 2.0 - In It Together ... the power of community, identity and control
 - Setting the scene - Agent Experience (AX) in the contact centre today.  The cost of poor agent mental health and the opportunity for change.
 - Resilience as a team sport - the importance of creating an environment where agents can be their best.
 - The power of data in creating this environment - and in driving a systematic approach to wellbeing.
 - Key Takeaways - what can I do today?

Webinar: Employee Engagement is more than just a fad in partnership with Genesys

Tips to make your customer and employee experience strategy more effective.
 
Employee Engagement isn’t just a phase, although the recent cost-of-living crisis may have taken the focus away from Covid, businesses that have embraced Workforce Engagement Management (WEM) continue to realise the positive impact on frontline colleagues, see a reduction in employee and customer churn and greater insight into customer journeys, making the operation efficient but not at the cost to the employee. In this session we will hear real life customer stories and industry insight from The Forum and Genesys.
 
We will discuss and share;
 - The importance on Employee Engagement and the positive benefits it brings – lower attrition, improved performance, lower shrinkage, more profitability, better CX
 - How WEM supports and drives Employee Engagement – native, fully integrated, single pane of glass sharing employee and customer insights reduces technology fatigue for frontline colleagues.
 - Employee Engagement accelerated when Covid hit, new challenges include the current cost-of-living crisis. Organisations, more than ever, need to balance astute commercial decisions on agile technology that continue to offer leading CX and EX.

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Webinar: The Looming Contact Centre Agent Experience Crisis: Understand, Avoid, and Ascend in partnership with eGain

Agent experience (AX) and well-being are among the top priorities in contact centres, but did you know that they are in danger of slipping into a crisis because of the lack of modern knowledge tools in the agent desktop?
At this webinar, you will:
 - Learn from the horse's mouth (i.e., from agents themselves) what they are saying about their experience and how you can avoid the crisis with modern knowledge
 - Review the findings from a unique, agent-only survey, conducted by BenchmarkPortal, a leading contact centre benchmarking organisation
 - Learn what modern knowledge is and what it can do for AX (agent experience) and CX (customer experience). With Modern knowledge, you won't need to train agents endlessly on how to navigate customer conversations or have them read through voluminous documents and figure out an answer when the customer is on the line!

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 

Community Learning Keynote

Originally broadcast Friday 18th November 2022, 12:30

Hear from a Forum Hero and organisations who have taken a team approach to learning.

Opening Keynote

Originally broadcast Monday 14th November 2022, 09:30

Hear from Chris & Phil as they discuss the benefits of being prepared.

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

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
 

Webinar: Budgeting

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!

Webinar: The Power of Mindset from Rising Vibe

Changing mindset isn't as straight forward as simply telling someone to 'change your mindset', however with some consistent focus and increased self-awareness around our thoughts and feelings, it doesn't have to be as difficult as we might think.