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.

Planning for Covid-19 Series 3: Part 3, shaping the future

Hosted by Phil Anderson

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

Looking back on 2021

2021 was our year for Unlocking Opportunities. Doing more of what we do well is a great opportunity that we don’t always fully exploit. One of the most valuable things we can do is put time aside to reflect on what has gone well. When things go wrong we are quick to review, so that we can learn from our mistakes. We are not so good at learning from our successes. If we can repeat and build on our successes then that has to be a good thing. As we come to the end of 2021 it is time to look back on what we have done well, so that in 2022 we can do it again only better.

Moment of Truth: Confident to Succeed

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.

Free Webinar: Enabling your business to deliver workforce agility with Anaplan

Hosted 27th January 2022

The ability to attract and retain qualified talent remains a top concern for most business leaders and executives, but these challenges have been compounded by the pandemic, causing shifts in the workplace, people moving between and out of jobs, and rising salaries and wages.

Join our webinar to discover the best way to eliminate siloed planning and foster real-time collaboration across your business functions. Phil Anderson and Anaplan Vice President, HR Practice Rupert Bader will discuss how you can:  

 - Save time and costs by eliminating cumbersome spreadsheets
 - Bring transparency to your workforce and manage key metrics for talent costs
 - Create a comprehensive, up-to-date digital model of your organisation to streamline workforce planning and increase business impact and resilience
 - Drive engagement and collaboration on talent and budget decisions that are aligned with business strategy and priorities

Talent continues to be one of the biggest risks and costs to many organisations today, with all eyes on HR to effectively utilise data to ensure the workforce aligns with objectives for business growth and success. HR and workforce planning must become dynamic, continuous, and an extension of strategic, operational, and financial plans.

Free Webinar The Changing Interdependencies within Contact Centre Stakeholders with NICE Systems

Hosted 3rd February 2022

Customer + Colleague + Corporate - The Changing Interdependencies within Contact Centre Stakeholders

Customer + Colleague + Corporate: Over time, each of these constituent parts of the contact centre ecosystem have traded focus. We are now in an age where colleagues and staff are seen as the key component to success. The "Great Resignation" is being driven by a highly competitive job market, with organisations competing for staff. What can contact centre managers to do combat this?

 - Drive up employee engagement
 - Offer effective development plans for staff
 - Understand and map out the Employee Journey
 - New definition of Hybrid Working
 - What role does WFM play?

Free Webinar: Agent Mental Health: How Behavioural Data Science Can Improve Wellbeing in partnership with Sabio

Hosted on 10th February 2022

Phil Anderson, Director at The Forum will be joined by Scott Budding from Sabio and Phoebe Asquith of People Matter to discuss the importance of monitoring and supporting the mental health of contact centre agents.

This session will focus on how psycho-social research has presented new ways for us to surface tailored insights and understand root causes of poor mental health. 

Free Webinar: Key Industry Trends in 2022 - The 3As

Hosted by Phil Anderson on 17th February 2022

Attrition, Attraction and Absence will be on going challenges during 2022. With a continued uncertainty around COVID and an indecision on what hybrid working really means, a number of problems will be experienced due the “3-A’s”.

  • Understand how to control your attrition and benchmark against the industry.
  • Develop an attraction strategy, helping to develop careers.
  • Learn how to manage absence to reduce the impact of Pandemic related sickness.

Free Webinar: How NatWest has transformed contact centre productivity & adherence whilst improving colleague engagement at scale with QStory

8th March 2022, 12pm

NatWest has been live with QStory, the pioneers of intraday automation for 12 months. The initial roll out was to 2,500 agents in Customer Contact. Other departments rapidly came on board, taking the total deployment to 4,000 agents.
 
Hear how this implementation has helped to;
 - Deliver the NatWest colleague agenda and associated cultural change
 - Enable the reinvestment of time back into agent professional development and engagement
 - Transform productivity and schedule adherence

Keynote: Your Moment of Truth

Originally broadcast Monday 4th April 2022, 09:30

Confident to Succeed Every day we practice living versus an ever-changing world and environment. Those who strive to learn and improve can adapt better. Those who are contempt with how they are or refuse to accept the changes around them will find it hard to catch-up as the change required to survive and thrive becomes bigger.

Technology Showcase: NICE

Originally broadcast Tuesday 5th April 2022, 12:30

Agents are now used to flexibility in every aspect of their lives, they can choose when to do their banking, catch up on box sets and even play games. We need to reflect this flexibility and customization in the work place.

Technology Showcase: Centrical

Originally broadcast Thursday 7th April 2022, 12:30

Webhelp & Centrical – WEM’s Moment of Truth?  Transformation leaders from Webhelp will share how they’re redefining their CX operating model, leveraging real-time performance management, advanced gamification, and microlearning to engage employees and push the limits of performance with Centrical. 

Technology Showcase: Calabrio

Originally broadcast Tuesday 12th April 2022, 12:30

Workforce Wellbeing Recovery Toolkit: Practical strategies & resources to turn workforce wellbeing into your competitive advantage with Calabrio.

Technology Showcase: QStory

Originally broadcast Wednesday 13th April 2022, 12:30

In a live session of Dear Dave, David Preece from QStory will answer real-life questions and show how IDA and QStory’s latest features make Real-Time teams’ lives easier

Your Moment of Truth: confident to succeed

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?

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.

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