Liquorice Consistents – Does somebody at Bassetts not like me?

At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.

Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel

Questions to consider for annual leave

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).

Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel

Opening Keynote

Originally broadcast Monday 14th November 2022, 09:30

Hear from Chris & Phil as they discuss the benefits of being prepared.

Categories: Library, Strategy & Leadership, Learning & Development, 2022 NC Videos

Calabrio Technology Showcase

Originally broadcast Monday 14th November 2022, 12:30

Are your agents empowered to be Brand Guardians? Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.

Categories: Library, Improvement & Quality, Learning & Development, 2022 NC Videos

Verint Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw Jones, Workforce Management Guru at Verint.

Categories: Library, Planning & Resourcing, Improvement & Quality, Learning & Development, 2022 NC Videos

eGain Technology Showcase

Originally broadcast Thursday 17th November 2022, 12:30

Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience).

Categories: Library, Improvement & Quality, Learning & Development, 2022 NC Videos

Community Learning Keynote

Originally broadcast Friday 18th November 2022, 12:30

Hear from a Forum Hero and organisations who have taken a team approach to learning.

Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2022 NC Videos

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance.

Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel

Strength in numbers the value of community

We build strength when we focus on how we collaborate and who we do this with. When we bring together trusted data, analysis and insight alongside a group of people with a collective desire to improve, we can achieve greatness.

Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel

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.

Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2023 CSP Videos

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.

Categories: Library, Planning & Resourcing, Improvement & Quality, Strategy & Leadership, Learning & Development, 2023 CSP Videos

Technology Showcase: Centrical

2023 Workforce & Global Operation Leader Insights

Originally broadcast Wednesday 17th May 2023, 13:15

2023 Workforce & Global Operation Leader Insights. Centrical recently surveyed over 500 global enterprise operations leaders across industries about the current state of workforce engagement management and how their leadership initiatives tie to company growth goals. The results were astounding!

Categories: Library, Learning & Development, 2023 CSP Videos

Free Webinar: Create change with a Leap Of Faith – Rising Vibe

Watch at your own pace

A Leap Of Faith is an act of believing in or attempting something whose existence or outcome cannot be proven or known.

So much of the work we do with our clients around culture change requires a leap of faith. Without taking action, 'giving it a go', doing something differently or experimenting with a 'new way', NOTHING changes. Let me repeat this NOTHING changes. Yet the majority of human beings need some kind of 'proof' that it will all work out BEFORE they are prepared to take 'that action'.

Categories: Impactful Professional Recording, Library, Strategy & Leadership, Learning & Development

Are you an employer of choice?

See what contact centre agents are looking for in employers. Filling vacancies used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case.

Categories: Library, Planning & Resourcing, Strategy & Leadership, Learning & Development

How to become a true brand guardian

Uncover opportunities to raise customers’ experience of your brand and focus on what matters most. Ed Creasey charts the major new insights from Calabrio’s latest research.

Categories: Library, Planning & Resourcing, Improvement & Quality, Learning & Development

Upcoming Webinars

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.

2023 Workforce & Global Operation Leader Insights

Watch at your own pace