Upcoming Webinars

These webinars are hosted by The Forum or in association with our partners. Register for the upcoming webinars below. New webinars will be added here as they are added to the calendar.

Catch up with past partner webinars or the Covid-19 series.

Free Webinar:Can Contact Centres ever become an employer of choice? in partnership with QStory

1st September 2022, 12pm

Dave Vernon, Director at The Forum is joined by Nerys Corfield, Injection Consulting & Rhea Hall-Spencer, QStory for a lively and informative chat about why contact centres are failing their agents.
 
Staff turnover in contact centres is up to double the national average. Their reputation for being inflexible and unrewarding places to work not only has an impact on recruitment and retention but also on customers. Companies need to create environments where agents can thrive, and they need to do it now.
 
We will discuss how a focus on engagement, enablement and empowerment of agents, supported by technology can be a game-changer for your business.

Free Webinar: More than the Great Resignation in partnership with Davies

8th September 2022, 12pm

The continued challenge of recruitment and retention is nothing new for the contact centre industry, with increasing levels of staff turnover and the challenge of retaining knowledge. The potential impact on costs, service and customer experience are clear – but what are the underlying reasons for this and what should organisations be doing to tackle this problem head on?
 
A broad range of initiatives are being adopted, some of which previously may have been restricted to start-up and high-tech organisations. Unfortunately, there isn’t a “one size fits all” silver bullet and the broadening chase for talent means that a range of dimensions needs to be continually reviewed and addressed.

Join Philip Michell, Consulting Director at Davies on the 08 September for The Forum’s webinar, as he reveals insights into the issues and explores the underlying reasons why the “Great Resignation” is impacting contact centre teams disproportionately, and what employers should be doing to address these reasons to return to stability.

Free Webinar: Learning from the Finalists

13th Sept 2022, 12pm

Learning from others is at the centre of our ethos. Each year our members share their stories across Planning, Insight, Quality, Knowledge Management, Partnership and Innovation. Learning how other approach challenges along with the solution they choose, as well as don’t choose helps us to make better decision and less mistakes. This webinar will:
 - Showcase the winners from the 2022 Awards and identify key trends and challenges
 - Help you to become more effective in your role
 - Learn how to access over 100 inspiring case studies
Read more

Categories: Case Studies

Free Webinar in Partnership with BPA Quality

20th September 2022, 12pm

Details to follow

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Free Webinar: Sickness, Presenteeism and Shrinkage

22nd Sept 2022, 12pm

Wouldn’t it be great if we all understood Shrinkage! The 3A’s of Absence, Attrition and Annual Leave will remain problems until we truly understand these and learn how be manage and plan more effectively. In addition, we now have Presenteeism to add another layer of complexity. Fortunately, this webinar will:
 - Explain and define these commonly used terms to gain a shared understanding
 - Introduce the Shrinkage Wheel to effectively benchmark and deepen understanding
 - Become more confident in setting and describing these key assumptions

Free Webinar: Budgeting

27th Sept 2022, 12pm

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!

Free Webinar in partnership with Centrical

29th Sept 2022, 12pm

Details to follow

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Free Webinar in partnership with Calabrio

6th October 2022, 12pm

Details to follow

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Free Webinar: Best Practice Guide Review

18th Oct 2022, 12pm

Let’s focus on the opportunity we have, as professionals, to drive improvement, whether in Planning, Insight or Customer Experience. Published earlier this year the 2022 Best Practice guide continues to be the Knowledge Management of thought leadership for the industry. This webinar will:
 - Introduce you to the key themes and trends to help you to be prepared for anything
 - Hear from members as they describe what they’ve learned form this year guide
 - Learn how to access a goldmine of content and be confident to succeed
Read more

Categories: Case Studies

Free Webinar: Focus on what matters most

25th Oct 2022, 12pm

The true success of any metric lies in the behaviour that it drives, so choose wisely what you report or target, and build a strong foundation of diagnostic measures first. Great performance doesn’t happen by chance. This webinar will:
 - Help you to understand how a metric can serve many purposes
 - How you move away from average and understand variability and change
 - Learn to influence and drive better decisions

Free Webinar: Outsourcing

1st Nov 2022, 12pm

What are the key ingredients for a Outsource partnership? This webinar will explore the advantages of working with a strategic partner to support and help you realise your goals.
 - Hear how you can stay in control and drive even better results
 - Learn best practice principles to build a great partnership
 - Gain valuable insight into the advantages of outsourcing

Free Webinar in partnership with eGain

26th January 2023, 12:00

Details to follow

Check back to register