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Originally broadcasted on Wednesday 18th March, 09:30
Resetting Improvement explores how Quality, Learning, Knowledge and Continuous Improvement must evolve for a new era of customer operations, moving beyond legacy habits and outdated metrics toward adaptive frameworks, evidence‑based readiness and human‑centred performance that can thrive in the complexity of 2026 and beyond.
Categories: Library, 2026 Spring CSP Virtual
Originally broadcast on Tuesday 17th March, 15:30
Organisations that invest only in automation will create faster operations. Organisations that invest in people + AI + learning cultures will create smarter, fairer, and more resilient systems.
Originally broadcast on Tuesday 17th March, 13:30
To prepare for the future of AI-driven scheduling, organisations must shift from control to design, from discretion to governance, and from firefighting to readiness, developing planners as system stewards, leaders as culture architects, and employees as responsible participants in a shared, transparent workforce ecosystem
Originally broadcast on Tuesday 17th March, 12:30
From Excel to Execution: A New Way to Plan Capacity Most contact centres still rely on spreadsheets to plan capacity and staffing, even though the pace of change has outgrown static models. In this 45-minute joint technology workshop, Aspect and Cinareo will show why moving beyond Excel is no longer optional, and what good capacity planning discipline looks like in practice.
Originally broadcast on Tuesday 17th March, 09:30
This keynote challenges outdated thinking in Resource Planning and redefines forecasting, insight, scheduling and Real-Time as a single system of strategic intelligence.
Originally broadcast on Monday 16th March, 13:30
Join Hiya for a focused session on Branded Calling and how verified, identifiable outbound calls are transforming customer communication. As trust becomes critical to engagement, branded calling helps organizations improve answer rates, reduce call hesitation, and build confidence at the moment of contact. We’ll explore why it matters, how it aligns with evolving customer expectations, and practical ways to strengthen voice engagement.
Originally broadcast on Monday 16th March, 12:30
The Real-Time Workforce, Realign the Moment: How Real-Time Insights Reshape Performance Our Gold Sponsors Verint explore how moving beyond traditional WFM unlocks a new era of performance and employee experience. We’ll walk through the journey to Reset, Redefine and Realign—resetting long‑held assumptions about coaching, redefining performance through real‑time behavioural insight, and empowering agents to realign instantly with live coaching, instant EX scoring, and flexible scheduling tools.
Categories: Library