Webinar: Lessons learnt from managing one of the UK’s largest home-based contact centres with Jet2 Holidays in partnership with QStory

Watch at your own pace

Join Louise Smith from Jet2 Holidays as she chats to QStory’s Nick Ashmore in this insight-packed 30 minute session
- From surviving to thriving – getting agent wellbeing right in a home working environment
- Transforming the role of team leaders and creating new support departments
- How to move everyone to home working in 3 days
- Realising they had an absenteeism black hole and how they resolved it

Webinar: Challenges encountered running a remote/hybrid workforce in partnership with Calabrio

Watch at your own pace

Join Scott Budding at Calabrio, Kim Baker at L&Q, Leighann Radley at Trainline and Phil Anderson at The Forum for a lively, interactive discussion on;

- Top challenges with planning this year and expectations for 2024.
- Has remote working caused a drop in productivity?
- Thoughtful approaches to managing and accepting attrition.
- Future possibilities with AI – what role does it play in planning and forecasting?

Keynote: The Value of Community

In this opening keynote, The Forum team members will discuss the importance of community.

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Endnote

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Sensée and Bupa homeworking team named Outsourcer of the Year at the 2023 Northern Contact Centre Awards

Hammersmith, London. Sensée and Bupa are pleased to announce that their customer service homeworking team was named ‘Outsourced Contact Centre of the Year - Medium’ at the 2023 Northern Contact Centre Awards gala dinner on Friday night.

Categories: Library, Outsourcing, News & Events

Partner Article: From AI theory to practice: Insights from customer service

By Paul Milloy, Business Consultant at Intradiem

Categories: Library, Partner News

Partner Article: Calabrio Acquires AI and Bot Analytics Company Wysdom to Revolutionise the Customer Experience

Minneapolis, MN — January 9— Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximise agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents.

Categories: Library, Partner News

The Forum has become an Employee Ownership Trust

This means that Paul Smedley has placed full ownership of The Forum in the hands of an Employee Ownership Trust (EOT), in perpetuity, making us fit for the long-term future.

The purpose of The Forum is to raise standards in customer operations by enabling members of our professional communities to learn, share and innovate.

Categories: Library

Sensée launches Surge emergency response service

Work-from-home CX specialist Sensée has launched an emergency response service for organisations needing extra trained personnel at short notice to manage spikes in customer contact.

Categories: Library, Outsourcing, Partner News