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 webinars.

By registering for a partner webinar you are consenting to sharing your information with them. If you do not receive joining instructions for a webinar please email events@theforum.social.

Keynote: Unlocking Opportunities

Originally broadcast Monday 26th April. 2021, 09:30

Hear from Phil Anderson, Director at The Forum with the conference opening keynote. Understand how disruption can pave the way for new opportunities and how you can become key to unlocking change and development.

Technology Showcase: Anaplan

Originally broadcast Monday 26th April. 2021, 12:30

“My supply always meets my demand”. In reality this almost never happens – but how do you bridge the gap between the two? Demand is constant but it is not consistent, nor does it affect every department equally. So how do you optimise your talent pool not only to drive customer satisfaction but maximise your operational efficiency? Come and see how two conflicting constraints on the business can work in harmony by using a Connected Planning platform.  

Technology Showcase: NICE

Originally broadcast Monday 26th April. 2021, 13:15

Fear of missing out? New technological advancements in self scheduling and micro shifting. Planners and Schedulers are under increased pressure to provide hyper flexibility in the scheduling methodology and the general opinion is that micro shifting is too confusing and complex to manage. Life may have changed for all of us; for some, this means the ideal schedule is a couple hours early, a few hours midday and maybe a couple of hours later in the day. 

Technology Showcase: Calabrio

Originally broadcast Tuesday 27th April. 2021, 10:30

The Evolving World of Workforce Engagement Management (WEM) in the Cloud: Five Tactics that Help Keep Agents Engaged in a Modern Contact Centre It’s no secret the contact centre is forever changed. Moving to a cloud contact centre can prove valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth; and access to new or more robust technology. 

Technology Showcase: Intradiem

Originally broadcast Tuesday 27th April. 2021, 12:30

How to support your agents better in remote operations by optimising the delivery of coaching and training Want to find out how to support your agents better in remote operations by optimising the delivery of coaching and training? Hear how real time planning & operations teams at British Gas delivered this with the help of Intradiem’s award winning Intelligent Automation Technology solution. Join a panel of business leaders facilitated by Matt Rumins (Head of Customer Success) to discuss the engagement & effectiveness improvements and tangible results that leading organisations are experiencing with Intelligent Automation.

Technology Showcase: Verint

Originally broadcast Wednesday 28th April 2021, 10:30

The Engagement Capacity Gap… and How to Close It: The new research propelling resourcing strategies Discover the latest study on the fast emerging, and critically important Engagement Capacity Gap – the difference between resources available to meet customer demand and the exploding volume of customer interactions and communication channels.

Technology Showcase: Aspect

Originally broadcast Wednesday 28th April 2021, 13:15

Empowering Your Workforce with Flexibility As contact centres have changed forever understand how technology can deliver the flexibility your workforce craves whilst delivering the service your customers expect. Now is the time to re-examine your WFM technology. Is your workforce management solution: Fit for the new normal? And most importantly, can it do all this in a public cloud environment from 250 to 25,000 advisors?

Keynote: Returning to Work

Originally broadcast Wednesday 28th April 2021, 14:15

The past 12 months have been rocked by disruption; and with lockdown lifting, what are the important factors and considerations you should take into account when planning for your teams to return to the office? Join Chris Haggis, Chief Operating Officer at Sabio as he shares Sabio’s plans and provides his insights into the challenges, research, attitudes, safety protocols, systems/processes and long-term plans you should be thinking about.

Technology Showcase: Sensée

Originally broadcast Thursday 29th April 2021, 12:30

What Communications & Collaboration systems and processes are needed in Hybrid Working Environments that put all citizens on a level operating field Having problems with absenteeism and engagement? Declining performance and productivity? People isolation and motivation? Is the new world of working making these problems worse?In this session, Steve Mosser will examine today’s burning work-from-home (WFH) and hybrid (home/office) challenges.

Technology Showcase: QStory

Originally broadcast Thursday 29th April 2021, 13:15

Balancing contact centre staffing with demand is tough Discover how Nationwide tackled this challenge along with many others by introducing Intraday automation into their business. Lateness reduction of 75%. 5% improvement in adherence. 1.3% Shrinkage reduction. 15% reduction in manual tasks, allowing the team to be value add Analysts instead

Keynote: Investing in Real-Time

Originally broadcast Thursday 29th April 2021, 14:15

Hear from Jen Lee (Chief Strategy Officer) & Paul Milloy (Forefront Executive Council Chair) at Intradiem on how leading organisations are investing in real time capabilities to optimise customer channels, increasing support for agents and creating improved experiences with less effort by leveraging data and Intelligent Automation to deliver increased optimisation.

Workshop: Tactical Planning

Originally broadcast Thursday 29th April 2021, 15:15

Tactical Planning: performance expectations in the ‘new normal’ As we move into new ways of working, we will need to look at new ways of managing our people on the day. How are we going to monitor adherence? How are we going to update our playbook to take hybrid or homeworking into account? What factors do we need to take into account

Free Webinar – Top Challenges contact centres face around scheduling & forecasting and how to overcome them. Sponsored by Business Systems

22nd June 2021, 12:00

Forecasting and scheduling accurately within a contact centre is key to a successful operation.

However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy, with these challenges ranging from hybrid working, historical data, agent engagement and the rise of digital channels. 

Join Phil Anderson, Director at The Forum, he will be discussing how contact centres can address their top scheduling and forecasting challenges with Scott Budding and Neil Draycott of Business Systems.

Our webinar will cover:
 - How to forecast with historical data which may be skewed 
 - Top tips on addressing a hybrid workforce in 2021 and beyond
 - Top tips on how to address employee wellbeing and agent engagement
 - How to position your contact centre with the transition to self-service and digital channels while providing an exceptional customer service

Free Webinar - Critical Workforce Planning: Getting the Right Care to the Right Place at the Right time. Sponsored by Anaplan

24th June 2021, 15:00

How to Leverage Workforce Planning to Build Resilience and Organizational Agility 

To save lives and help people access appropriate care within 7 minutes across a 3,500 square miles area, 24/7 is no easy feat. It requires finely tuned operations that are accurately staffed and coordinated, whilst serving the community with optimal deployment of ambulances and paramedics. 

Join us on Thursday 24th June for a conversation with Steve West, Director of Planning and Performance Forecasting at South Central Ambulance Service (SCAS), on the growing importance of having a robust workforce plan to deliver safe and reliable care for patients. Hear how Connected Planning has improved SCAS’s ability to plan against the realities of the pandemic, and their ability to meet key KPIs.

During this webinar, you’ll discover how your organisation can become more agile by:
 - Building a planning model that links from the demand through to resource needs
 - Integrating models to see direct impact of extra demand, and 
 - Driving and improving everyday operations with continuous planning.

Moment of Truth – The Forum Community App, live stream exclusive

The moment of truth; critical time for your workforce strategy and hybrid operating model. Strategy is about to become the reality as organisations look to introduce strategic Hybrid operating model at scale post the summer holidays which will have important consequences for the future.

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