These webinars are hosted in association with our partners and are free for you to watch. Register for the upcoming webinars below.
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Catch up with the webinars that you may have missed or re-watch. These webinars in association with our partners are free.
It can be too easy to repair the mistakes that we see and not explore the reason behind these. This webinar will take a look at how clear business strategies along with right customer journeys support meaningful work and a respectful culture for employees.
- Discover the benefits of understanding the customer journey
- Set clear metrics to drive the right outcomes and behaviours
- Become more efficient and drive continuous improvement
No one said this would be easy, but it is definitely possible
Categories: Scheduling & Wellbeing, Quality & Improvement, Partner Webinar Recording
- The power of partnerships: learn how to link Strategic Planning through to on-the-day planning, responding quickly to change and accelerating results
- Strategic Planning, implementing the strategy creating the right operating model
- Planning & analysis, day-to-day challenges becoming opportunities
- Planning for wellbeing, creating meaningful work and a respectful culture
Categories: Capacity Planning Recording, Forecasting & Analysis Recording, Strategy Analyst Recording, Partner Webinar Recording
During challenging times, it is very easy to feel the pressure to ‘make other people feel better’. Unfortunately for all of us we can only control what we feel, not how anyone else feels.
During this webinar we will explore how to challenge and support your team to:
- Take responsibility to get their own needs met by raising awareness
- Take action to get their needs met to enable self-motivation
- Recognise how their needs impact their resilience levels
Join us for this exciting session featuring Lou Banks, Director and Founder of Rising Vibe. Lou wants you to feel better to do better in business. She’s passionate about helping you get to grips with emotion, tackle thoughts and address feelings. Because when this happens it can have a huge impact on business performance.
Categories: Module Topics, Scheduling & Wellbeing Recording, Impactful Professional Recording, Strategy Analyst Recording, Partner Webinar Recording
Research findings that will surprise you
QStory will share with you recently conducted research with Contact Centre agents to understand what really drives them, why they move jobs, what makes them happy, what they think makes the customer happy and why they want to stay with their employer.
Join QStory's COO Fiona Coleman and Customer Success Manager, Tony D'Cruze are joined by Marcus Hickman from Davies Hickman and special guest Martin Teasdale.
Categories: Capacity Planning Recording, Forecasting & Analysis Recording, Scheduling & Wellbeing Recording, MI & Insight Recording, Impactful Professional Recording, Quality & Improvement Recording, Operational Effectiveness Recording, Case Studies Recording, Strategy Analyst Recording, Partner Webinar Recording
Rethinking Operations – why NOW is the time to build on your foundations
All customer operations have had to deal with significant challenges in 2020. Whilst as an industry we have responded well to the global situation, many organisations are still making do with inefficient processes, gaps in data and the disruptive consequences for people management.
This will become unsustainable as we move forward into 2021. Join this webinar to discuss and discover:
- How becoming more proactive now can help create flexibility and success in the future
- The real, key lessons from 2020 and how can we use this learning to build momentum for 2021 and beyond
- What new skills are needed to ensure operational management practices engage our employees and empower our leaders
This must attend webinar, will cover best practices across the industry - as well as what to avoid.
Categories: Capacity Planning Recording, Scheduling & Wellbeing Recording, Operational Effectiveness Recording, Partner Webinar Recording
In the new work-from-home era, contact centres are facing a paradigm shift in intraday management. Intraday contact centre activity has been dramatically disrupted, and the scheduling needs of agents, who are juggling work and personal responsibilities in the home, have been turned upside down. Amid ongoing change, contact centre managers who are also working remotely need to keep agent performance consistent throughout the day and ensure that staffing is optimised.
Join our webinar to learn more about:
- The root causes of the new work-from-home challenges.
- The unique technologies and techniques that can solve these challenges in the contact centre.
- New opportunities to improve performance and create more elastic intraday staffing in work-from-home models.
Sue Bolt is an expert in workforce management, with extensive experience working at companies that include NICE, where she currently serves as a WFO solutions manager, in addition to Barclays and T-Mobile.
Categories: Scheduling & Wellbeing Recording, Partner Webinar Recording
The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.
In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts. As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.
Discover the impact of COVID-19 on your business culture and how to enable small shifts to tackle implications on employee mental health. Gain insight into social pain and how COVID-19 is exacerbating this.
The World Health Organisation have issued advice and guidance on Mental Health Considerations during the COVID-19 Outbreak.
Rising Vibe understand the impact on both employees and leaders at this difficult time. Whether employees are feeling fear around catching the virus or economic implications on their life, or leaders are experiencing stress and anxiety around managing a business or keeping an SME afloat during this time, we are all experiencing some low vibe emotions in this current climate of uncertainty.
Listen in and find out how you can learn from this and make changes in your business.
Categories: COVID-19, Partner Webinar Recording