Learning from the 2022 Finalists

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Learning from others is at the centre of our ethos. Each year our members share their stories across Planning, Insight, Quality, Knowledge Management, Partnership and Innovation. Learning how other approach challenges along with the solution they choose, as well as don’t choose helps us to make better decision and less mistakes. This webinar will:
- Showcase the winners from the 2022 Awards and identify key trends and challenges
- Help you to become more effective in your role
- Learn how to access over 100 inspiring case studies

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

Insight Keynote

Originally broadcast Wednesday 16th November 2022, 09:30

Hear from Rob Hanrahan, CEO of miPerform.

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.

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.

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

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

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

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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

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.

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy
Challenging their software vendors uncovered issues that also impacted other customers. They’ve built relationships with stakeholders, who now trust the information provided. And a new Pathway to Planning offers advisors new career choices. Participants have even become informal planning champions in their teams!

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General
Gathering information form front-line staff has mode possible automated workflows for 27,000 customers per month and led to greatly improved customer journeys. This has increased engagement with the operation. And it’s reduced repeat contacts, increasing the value that advisors can add to each call.

2023 Planning Awards: Tabitha Cantrell at Hoover Candy

2023 Planning Awards: Tabitha Cantrell at Hoover Candy interrogated the data supplied by their systems to uncover errors and gained the trust of both operations and the supplier.

2023 Planning Awards: Vanessa Jossi at Lifeplus

2023 Planning Awards: Vanessa Jossi at Lifeplus has focussed on her learning. She learns from others in her organisation and network groups at The Forum, as well as from industry articles. She has redesigned many reports and dashboards across Lifeplus.

2023 Innovation & Transformation Awards: Unlocking the power of data and actionable insight at Firstsource

2023 Innovation & Transformation Awards: Unlocking the power of data and actionable insight at Firstsource
Maximising the power of data to build a capability providing insight and foresight into risks that would otherwise disrupt the operation. Information is no longer dealt with in isolation as the platform brings different teams together to discuss and plan jointly.

Upcoming Webinars

Watch at your own pace

Watch at your own pace

Watch at your own pace

Watch at your own pace