2023 Planning Awards: Satinder Singh at Aviva

2023 Planning Awards: Satinder Singh at Aviva built the trust of stakeholders to improve understanding and gain support, bringing in new initiatives that lowered ASA and improved engagement.

2023 Planning Awards: Mark Williams at VitalityHealth

2023 Planning Awards: Mark Williams at VitalityHealth is a manager who focusses on talent and harnessing the potential of his team with an ethos on personal development.

2023 Partnership Awards: Alvaria x Barclays

2023 Partnership Awards: Alvaria x Barclays
Trust and open communication were key to success in this highly complex and large-scale implementation at Barclays. The result is the delivery of true full customer engagement planning: front office, back office, branch and retail colleagues following similar processes and sharing resource to meet customer needs and maximise utilisation.

2023 Partnership Awards: injixo x Tructyre

2023 Partnership Awards: injixo x Tructyre
A strong and responsive working relationship underpinned this WFM implementation. With vendor support at every step, adaptive with the product and able to contribute real life planning experience. Benefits have been delivered across a range of metrics and plans are in place to roll this out to field teams and other areas of the Tructyre business.

2023 Partnership Awards: Business Systems x Leeds Building Society

2023 Partnership Awards: Business Systems x Leeds Building Society
A consultative approach from BSL was key to ensuring that Leeds Building Society procured the WFM solution that was the best fit for their requirements and delivered ROI within three months of go live. Shared values, a client led approach and a culture of being open to suggestions all contributed to the success of this implementation.

2023 Partnership Awards: Intradiem x Virgin Media

2023 Partnership Awards: Intradiem x Virgin Media
A mature and established partnership has supported a successful implementation across a complex and large business, with multiple partners around the globe. Intradiem delivers daily on engagement, efficiency, and investment, enabling the operation to take advantage of on-the-day opportunities.

2023 Quality & Improvement Awards: Matt Prince at Novuna

Matt Prince has revolutionised his operation at Novuna. He brought in Contact Centre Best Practice in Planning, Quality and Insight. His communication has driven forward an inspirational change.

Free Webinar: Strength in Numbers – Best practice for your planning function! in partnership with CCMA Ireland

4th May 2023, 12pm

Join Phil Anderson and Dave Vernon, Directors at The Forum for a lively discussion about:-
- Preference and choice, an introduction to our 8 key considerations for a workforce strategy
- Forecasting and shaping the future, how to create a strategy which offers the flexibility and agility to respond to changes, known and unknown.
- The value of shrinkage and the power of playbooks – how to be more forward thinking and engage with your stakeholders.

Keynote: Strength in Numbers

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.

Originally broadcast Monday 15th May 2023, 09:30

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.

Technology Showcase: Sabio

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology.

Originally broadcast Monday 15th May 2023, 12:30

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.

Technology Showcase: QStory

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

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.

Technology Showcase - NICE

Forecasting and AI working together to drive Accuracy.

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.

Interactive Keynote: One Workforce - The Future of Customer Contact?

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility

Originally broadcast Wednesday 17th May 2023, 12:30

One Workforce. The Future of Customer Contact? Join this fascinating session with Verint as we explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility. 45mins

Webinar: Learn from our award-winning customers with Calabrio

Watch at your own pace

Calabrio customers swept The 2023 Forum Awards with 8 shortlisted and 4 wins, including the Department for Education and Hoover Candy who both picked up prestigious Planning awards. Join self-confessed WFO enthusiast and expert, Scott Budding, for a lively discussion on best practice from our award-winning customers, and live demonstration of the top capabilities of Calabrio's solution as voted by our users!

Learning from the 2023 Awards

Watch at your own pace

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.

Upcoming Webinars

4th May 2023, 12pm

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology.

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

Forecasting and AI working together to drive Accuracy.

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility

Watch at your own pace

Watch at your own pace