Originally broadcast Tuesday 2nd November 2021, 14:15

Mark Brown of Virgin Media and Paul Milloy of Intradiem discuss how investing in people and technology is the key to the future of Customer Service. 

There feels to be an endless list of challenges, from high attrition, unpredictable customer demand and pressure to deliver against old targets, so how can we lift our heads out of the detail and think strategically? This live webinar will look at practical ways of keeping one eye on today, with another on the future, helping you to gain confidence with your forecasting as you shape the future.
 - Understand the top challenges and practical ideas to manage these better.
 - Learn engagement techniques to drive understanding and learning.
 - Hear the latest thought leadership from across the industry

Our actions, or inaction, will define us. We are the key to our own success. During 2021 we focused on unlocking opportunities and the part each of us can play in helping to shape the future. For 2022 we want to focus you on your Moment of Truth and being confident to succeed.

Goals, targets, outcomes and objectives are important. Having a focus and something to aim for is motivating for most people. However according to research 98% of us will die without fulfilling our dreams* and only 8% of people achieve their goals.**
 
So why is this? Based on our experience working with many individuals, and entire organisations, it’s all about trying to do too much too quickly. Baby stepping might not be as sexy as a quantum leap, however it is a sure way to move forwards.
 
In this webinar we will explore:
 - The difference between a baby step and a quantum leap
 - The impact of negativity bias on our motivation
 - The 4 steps to define the perfect baby step outcome
 - How to breakdown our barriers to breakthrough and move forwards using the Rising Vibrational Scale
 
*Wealth Research Group **University of Scranton

For our 22nd year, we focus on the opportunity we have, as professionals, to drive successful improvements, whether in planning, insight, or customer experience. This Best Practice theme for 2022 represents the next stage of this coming of age for our professional disciplines.

So, we invite you to consider your moments of truth. What makes you confident to succeed?

As the world reboots after the firm reset of the Pandemic, we have the opportunity to revisit, redefine and reshape how we have done things. 2020 was a strange year, especially for annual leave, as lockdown restrictions changed how we used annual leave and the Government stating leave can be carried over, firmly “kicking the can” down the road, to give us a problem for another day (or year).

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.