2025 Best Practice Guide
Raising Standards

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.

Free Webinar: Sickness, Presenteeism and Shrinkage

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Wouldn’t it be great if we all understood Shrinkage! The 3A’s of Absence, Attrition and Annual Leave will remain problems until we truly understand these and learn how be manage and plan more effectively. In addition, we now have Presenteeism to add another layer of complexity. Fortunately, this webinar will:
 - Explain and define these commonly used terms to gain a shared understanding
 - Introduce the Shrinkage Wheel to effectively benchmark and deepen understanding
 - Become more confident in setting and describing these key assumptions

Free Webinar: Budgeting

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How to create an enjoyable budget process in 3 easy steps! It may take a few extra steps, however we need to start working towards an ongoing, collaborative budget cycle which drive accountability and shared responsibility. This webinar will:
 - Look at different approaches to budget and how these can be used to gain different perspectives
 - Focus on what matters and understand the difference between diagnostic measures and targets
 - Create a “Best-in-class” budget process which is enjoyable!

Free Webinar: What is happening with Contact Centre Employee Performance? In partnership with Centrical

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In these uncertain times, employee engagement is crucial. Hiring is becoming difficult and the cost of turnover is growing. How are contact centre leaders dealing with engaging their workforce? Chris Rainsforth and Ian Chappell will discuss the Centrical report “The Reality of Contact Centre Employee Performance” (based on the responses of 241 contact centre leaders).
 
To grow employee engagement, 64.7% of respondents plan to increase compensation and benefits, with scheduling flexibility (54.8%) and improving manager communications (56.4%) identified as key focus areas.
 
Uncover insights and advice on what industry leaders plan to do to ensure their employees are engaged and performing well:
 - Tracking and improving employee engagement
 - Key focus areas to enhance the employee experience
 - Top worker management priorities in the contact centre
 

Free Webinar: What are brand guardians and why are they important? In partnership with Calabrio

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The vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.  Today, improving the customer experience (CX) is top of the business agenda and the role of contact centres is transforming – with agents starring as brand guardians. Train agents, and treat them well so they become your greatest assets with the power to influence the overall perception of your organisation, enhance customer loyalty and boost profits.  

Join us for an interactive discussion as we explore the importance of brand guardianship. Pick up a few tips and techniques: 

- How do you build a culture of brand guardianship?
- What qualities make a good brand guardian?
- What can managers do to recruit and nurture their brand saviours?

Sharing the latest research from across the UK, US, DACH, and Nordics, Ed Creasey from Calabrio will look at how agent stress, omnichannel assumptions, and data silos are just some of the factors eroding the brand experience and what you can do today to change that.

Free Webinar: Best Practice Guide Review

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Let’s focus on the opportunity we have, as professionals, to drive improvement, whether in Planning, Insight or Customer Experience. Published earlier this year the 2022 Best Practice guide continues to be the Knowledge Management of thought leadership for the industry. This webinar will:
 - Introduce you to the key themes and trends to help you to be prepared for anything
 - Hear from members as they describe what they’ve learned form this year guide
 - Learn how to access a goldmine of content and be confident to succeed

Free Webinar: Focus on what matters most

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The true success of any metric lies in the behaviour that it drives, so choose wisely what you report or target, and build a strong foundation of diagnostic measures first. Great performance doesn’t happen by chance. This webinar will:
 - Help you to understand how a metric can serve many purposes
 - How you move away from average and understand variability and change
 - Learn to influence and drive better decisions

Free Webinar: Outsourcing

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What are the key ingredients for a Outsource partnership? This webinar will explore the advantages of working with a strategic partner to support and help you realise your goals.
 - Hear how you can stay in control and drive even better results
 - Learn best practice principles to build a great partnership
 - Gain valuable insight into the advantages of outsourcing

Free Webinar: How to Turn Customer Conversations into Actionable Insight in partnership with talkdesk

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Great insights help brands to strengthen their customer experience and adapt to the needs of their customers. Companies need the right tools to capture more data from conversations since these are a great way to gather insights.
 
At this webinar you will learn:
 - The 4 attributes of useful conversational insights
 - How to get the data for conversational insights
 - How AI can analyse conversations at scale

Free Webinar: The Looming Contact Centre Agent Experience Crisis: Understand, Avoid, and Ascend in partnership with eGain

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Agent experience (AX) and well-being are among the top priorities in contact centres, but did you know that they are in danger of slipping into a crisis because of the lack of modern knowledge tools in the agent desktop?
At this webinar, you will:
 - Learn from the horse's mouth (i.e., from agents themselves) what they are saying about their experience and how you can avoid the crisis with modern knowledge
 - Review the findings from a unique, agent-only survey, conducted by BenchmarkPortal, a leading contact centre benchmarking organisation
 - Learn what modern knowledge is and what it can do for AX (agent experience) and CX (customer experience). With Modern knowledge, you won't need to train agents endlessly on how to navigate customer conversations or have them read through voluminous documents and figure out an answer when the customer is on the line!

Free Webinar: 2023 Best Practice Programme

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On the 31st January The Forum will be launching our 2023 best practice programme, which includes: virtual networking, learning from our award finalists, our customer strategy & planning conference, along with the community connection conference later in the year.

For those who follow The Forum, you will know that each year we reframe our thinking with an annual theme.

This year’s theme is designed to frame our thinking around the importance of numbers, people and relationships. When these come together, we are energised to drive action, bring the best out on each other and have the courage to innovate and improve. We are only as strong as the weakest link, fortunately almost 25-years of raising standards means our collective strength and health has never been better.

Join us for another year of improving, growing as a person and professional feel the value of the community.

Free webinar: Employee Engagement is more than just a fad in partnership with Genesys

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Tips to make your customer and employee experience strategy more effective.
 
Employee Engagement isn’t just a phase, although the recent cost-of-living crisis may have taken the focus away from Covid, businesses that have embraced Workforce Engagement Management (WEM) continue to realise the positive impact on frontline colleagues, see a reduction in employee and customer churn and greater insight into customer journeys, making the operation efficient but not at the cost to the employee. In this session we will hear real life customer stories and industry insight from The Forum and Genesys.
 
We will discuss and share;
 - The importance on Employee Engagement and the positive benefits it brings – lower attrition, improved performance, lower shrinkage, more profitability, better CX
 - How WEM supports and drives Employee Engagement – native, fully integrated, single pane of glass sharing employee and customer insights reduces technology fatigue for frontline colleagues.
 - Employee Engagement accelerated when Covid hit, new challenges include the current cost-of-living crisis. Organisations, more than ever, need to balance astute commercial decisions on agile technology that continue to offer leading CX and EX.

Free Webinar: Resilience 2.0 - In It Together in partnership with Sabio

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Resilience 2.0 - In It Together ... the power of community, identity and control
 - Setting the scene - Agent Experience (AX) in the contact centre today.  The cost of poor agent mental health and the opportunity for change.
 - Resilience as a team sport - the importance of creating an environment where agents can be their best.
 - The power of data in creating this environment - and in driving a systematic approach to wellbeing.
 - Key Takeaways - what can I do today?

Free Webinar in partnership with NICE: KPIs and how they drive the narrative of performance

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In this session we will look at the relationship between KPIs and how they are influenced by the context that they are measured in. Join Graeme Gabriel, WFO Solutions Consultant from NICE and Phil Anderson Director at The Forum for a lively and interesting discussion touching on;

- KPI Interdependence
- OKR to KPI
- Context is everything
- KPI Matrix

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.

Free webinar: Learn from our award-winning customers with Calabrio

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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! 

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