Upcoming Partner Webinars

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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Previous Partner Webinars

Catch up with the webinars that you may have missed or re-watch. These webinars in association with our partners are free.


Back Office Waterfall Model 3

Hosted on 17th November by Alison Conaghan

This is a short introduction to the third Back Office waterfall module. You will receive a copy of the model so you can have a go at achieving the target Service Levels for each department. Please feel free to contact any of the Forum Specialists once you have had a go.

Back Office Waterfall Model 2

Hosted on 17th November by Alison Conaghan

This is a short introduction to the second Back Office waterfall module. You will receive a copy of the model so you can have a go at achieving The target Service Levels for each department. Please feel free to contact any of the Forum Specialists once you have had a go.

Back Office Waterfall Model 1

Hosted on 17th November by Alison Conaghan

This is a short introduction to the first Back Office waterfall module. You will receive a copy of the model so you can have a go at achieving The target FTE number on each tab. Please feel free to contact any of the Forum Specialists once you have had a go.

The Back Office Cycle

Hosted on 13th October 2020 by David Preece

In addition to the Planning Cycle, the Back Office has its own cycle that is important to help us plan for and manage performance in the Back Office. This module takes you through each part of this cycle and highlights the importance of each part.

Free Webinar: The power of partnerships in association with Intradiem

Hosted on 5th November 2020

 - 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

Free Webinar: How to motivate your team without mindreading Sponsored by Rising Vibe

Hosted on 5th November

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.
 

Free Webinar: The Agents' Voice - hear what they have to say

Hosted on 22nd October 2020

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.

Driving Strategy through Real Time

Hosted on 16th July 2020 by Phil Anderson

Daily Real Time tasks work best when they are fully aligned to overarching business goals and objectives.  If they are not, the result in wasted effort and add no value.
 - Learn how to identify the strategy of your business
 - Understand the language of engagement and the benefit of strategic communication
 - See how volatile businesses use Playbooks to their advantage

Driving Strategy through Capacity Planning

Hosted on 14th July 2020 by Phil Anderson

This course is part of the “strategic analyst” series of webinars, designed to help everyone in analytical roles become a more active contributor to their organisation’s strategic narrative.

In this webinar we will explore:
 -    What is strategy 
 -    Benefits of working at the strategic level 
 -    Making sense of your organisational strategy
 -    Building capacity plans with you strategy in mind
 -    Influencing strategy through capacity planning

Intro to The Planning Cycle

Hosted on 8th June 2020 by David Preece

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs
 - Play a part in driving continuous improvement and become the nerve-centre of the business

The Strategy Pyramid

Hosted on 28th April 2020 by Ian Robertson

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Driving strategy through Forecasting

Hosted on 1st February 2019 by Bob Stella

This course is part of the “strategic analyst” series of webinars, designed to help everyone in analytical roles become a more active contributor to their organisation’s strategic narrative.
In this webinar we will explore:
 -  What is strategy 
 -  Benefits of working at the strategic level 
 -  Making sense of your organisational strategy
 -  Forecasting with you strategy in mind
 -  Influencing strategy through forecasting

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2020
30th Nov to 10th Dec
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2020
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Learn first-hand from practitioners and business leaders who are delivering successful change.

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