Best Practice Guides

Webinar: From Insight to Impact: How IGLU Is Using Quality & Analytics to Drive Operational Performance in partnership with Calabrio & Business Systems

Operational leaders are under increasing pressure to improve performance, maintain service quality and demonstrate measurable impact - all while managing rising demand and increasing complexity across channels.

In this session, we’ll explore how IGLU is using Quality Management and advanced Analytics within its WEM platform to move beyond compliance reporting and towards true operational control.

Featuring practical insight from IGLU’s recent WEM journey, alongside perspectives from Calabrio and Business Systems.

Webinar: See the WFM AI Assistant in Action in partnership with Sabio

WFM AI Assistant: Real-Time Intelligence for Smarter Workforce Decisions
Spot problems early. Understand the cause. Fix them immediately.
Managing workforce performance in real time has never been more complex. Volumes spike unexpectedly, AHT drifts, shrinkage creeps up — and by the time daily reports arrive, the damage is already done. The Sabio WFM AI Assistant changes that.

The WFM AI Assistant is a platform-agnostic AI solution that draws real-time data from:
 - Contact centre platforms
 - WFO and analytics platforms
 - HR systems
 - CRM solutions

Sabio's Vendor Spotlight Series - Transform Workforce Planning with Amazon FCS

Join Sabio for a concise, insight-packed webinar on how Amazon Connect Forecasting, Capacity & Scheduling (FCS) is transforming contact-centre planning. Built on Amazon Web Services, FCS uses AI-driven forecasting, intelligent scheduling, and real-time intraday management to help organisations plan with confidence, adapt faster, and improve both service and employee experience.

Free Webinar: Most bad Trustpilot reviews trace back to email, post, and phone. Why is that, and how can Verified Identity Messaging help? in Partnership with Nivo

Most bad reviews trace back to poor communication, email, phone, and post. Web portals, Omnichannel, and chatbots aren't solving the problem. There is a better way; introducing Verified Identity Messaging... 

In this Webinar, we'll hear from Mat Elliott on lessons from working with over 100 financial services brand about how to solve these problems; we'll cover: 
 - What's at the root of the communications problem 
 - Why is this such a big issue for financial services companies 
 - How truly focusing on making life easy for the customer is key to increasing NPS 
 - The direct benefits case - to cost savings and revenue growth 

Free Webinar: Lessons learnt from managing one of the UK’s largest home-based contact centres with Jet2 Holidays in partnership with QStory

Join Louise Smith from Jet2 Holidays as she chats to QStory’s Nick Ashmore in this insight-packed 30 minute session
- From surviving to thriving – getting agent wellbeing right in a home working environment 
- Transforming the role of team leaders and creating new support departments
- How to move everyone to home working in 3 days
- Realising they had an absenteeism black hole and how they resolved it

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

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! 

Free Webinar: The Power of Mindset from Rising Vibe

Changing mindset isn't as straight forward as simply telling someone to 'change your mindset', however with some consistent focus and increased self-awareness around our thoughts and feelings, it doesn't have to be as difficult as we might think. 
 

Free Webinar: Learning From Regret from Rising Vibe

Regret isn’t one of the most celebrated emotions we experience, and many people talk about having ‘no regrets’, and reflecting on it as something that is bad or wrong.

Focusing on the situation that we regret can feel like dragging the weight of the past with us, and this will drain our energy and mean we are less available for life in the present. However, we can choose to move away from past regret by applying what we have learnt from it, and therefore transforming the energy to something more constructive and creative for our future self.

During this session we explore how we can use regret to our advantage by noticing patterns, what human beings tend to regret the most and what we can do about it going forwards.

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

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.