As the digital revolution continues driving change into the contact centre, and work life balance is vital to employees, its key that technology develops to support this.
 
In this session Graeme and Colin from NICE will showcase new and exciting WFM features that have been created to support agent and operational flexibility.

Forecasting isn’t just about predicting trends; it’s about preparing your business to thrive in a dynamic environment. As seasonal demand surges approach for many contact centres, operational readiness becomes essential for looking to stay efficient, agile, and adaptable.
 
In this webinar, in partnership with Calabrio and Business Systems, we’ll explore proven strategies for creating forecasts that not only anticipate customer needs but also drive operational alignment and flexible planning. Learn how to build scenario-based plans and deploy agile playbooks that allow your team to respond effectively to fluctuations in demand.

Carl Mills, Planning & Forecasting Specialist from Eurostar, and Jamie Airey from UK Power Networks will be joining Phil Anderson, CEO at The Forum, Scott Budding from Calabrio and Oli Stephens from Business Systems for this interesting and educational session.
 
This session will provide you with the tools to engage key stakeholders, set accurate expectations, and optimise performance, even in the face of volatility.

Post-interaction surveys have never been all that reliable – but with no satisfactory alternative, contact center leaders have had nowhere else to turn.
 
Until now.
 
Just because the survey is dead it doesn’t mean NPS has to be… AI is changing up contact center processes in unprecedented ways. From auto-scoring to coaching tips, it has the capacity to completely change the end-to-end QA process. A big part of this is shaping the future of customer insight.