Technology Showcase - NICE

Forecasting and AI working together to drive Accuracy.

Originally broadcast Tuesday 16th May 2023, 13:15

Forecasting and AI working together to drive Accuracy. Join Colin and Graeme from NICE as they will be demonstrating the role of data and AI in the forecasting process, and how it drives improved accuracy.

Interactive Keynote: One Workforce - The Future of Customer Contact?

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility

Originally broadcast Wednesday 17th May 2023, 12:30

One Workforce. The Future of Customer Contact? Join this fascinating session with Verint as we explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility. 45mins

Shaping the future: get on the front foot when facing change and uncertainty.

We see how operational playbooks prepare us, so we’re poised to take the best actions, not looking back and wondering what has happened.

Categories: Library, Planning & Resourcing

How do we shape future operating models?

An operating model is like a set of playbooks. You layer down into the detail with a hierarchy of playbooks. You can evolve them step-by-step as your operating strategy requires.

Categories: Library, Planning & Resourcing

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

Watch at your own pace

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!

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.

Flexibility, personal choice and the value of time

We need new workforce strategies to drive a change in culture, deliver more flexible ways of working and offer more opportunity for people to learn and progress. Phil Anderson describes how to approach the 8 Key Considerations and use Playbooks to design a new joined-up approach that attracts, motivates and releases the potential of our people.

Categories: Library, Planning & Resourcing

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.

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.

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.

How to unlock value in moving to the cloud

In such a complex technology marketplace, how do we make the right strategic choices? Nigel Medforth uncovers how to set yourself up for success with a customer and user-led IT project, and not the other way around.

Operational Readiness

This video is to accompany the article in the 2024 Best Practice Guide: Shaping the Future

Enhancing Efficiency and Engagement across 169 Branches at Bank of Ireland

2024 Innovation & Transformation Awards

Bank of Ireland has embarked on a transformative journey aimed at enhancing efficiency, transparency, and employee engagement across its branch network. Through the implementation of new systems and working practices, the bank is not only streamlining operations but also fostering a culture of collaboration and continuous improvement.

Inspiring Personal and Professional Development at eBay

2024 Innovation & Transformation Awards

Learn how eBay are nurturing personal and professional growth within the team, underlining the organisation’s commitment to continuous improvement and talent development. By prioritising personal and professional growth, eBay is poised to unlock the full potential of its workforce, driving sustained success and organisational resilience in the ever-evolving business landscape.

Firstflex: Collaborative Problem-Solving at Firstsource

2024 Innovation & Transformation Awards

Innovation isn’t just about groundbreaking ideas; it’s about promoting a culture where every voice is heard, and every challenge is met with collaborative solutions. Firstflex illustrates how it allows team members to engage in various projects based on their interests. Learn how Firstsource developed their own technology in pursuit of sustainability, underscoring the team’s commitment to fostering innovation from within.

Upcoming Webinars

Forecasting and AI working together to drive Accuracy.

Verint explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility

Watch at your own pace

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

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards

2024 Innovation & Transformation Awards