Member Resources & Library

Enjoy a trusted place where you can easily find solutions. See below for a sample of our articles and resources. 

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Opening Keynote - Shaping the Future

Originally broadcast Monday 14th October 2024, 10:30

This year we challenged you to Shape Your Future, but is the future already here?

Partnership Perfection: Hear from our associate heroes

Originally broadcast Thursday 4th July, 13:15

Join our Associate Heroes as they share their key ingredients for the perfect partnership

Best Practice Partnerships: Hear from the judges

Originally broadcast Wednesday 3rd July, 10:30

In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process

Innovation Winners: Bank of Ireland & TSB

Originally broadcast Wednesday 3rd July, 09:30

Hear from Best Practice in Branch Planning winners Bank of Ireland and the Planning Team of the Year, TSB.

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

How you can use this week to learn from our members. 

Endnote: Shaping the future: supporting your best next actions

Originally broadcast on Friday 17th May, 12:30.

Rounding off the virtual conference and first stage of this year's best practice programme with inspiration, ideas and clear next steps. This endnote will support your learning, and give you takeaway ideas on how to turn this into an action plan. 

Opening Keynote: Shaping the Future

Originally broadcast Monday 13th May, 09:30

How can we prepare ourselves for whatever happens? How can we think forward and be confident with our best next decisions?

Hear from The Forum’s team of Specialists as they each share their inspiration thoughts on how to Shape the Future.

2024 Partnership Awards: Verint & Vitality Health

2024 Partnership Awards

This collaborative and professional partnership has revolutionised back office operations and enhanced customer experiences at Vitality Health. The deployment of Verint Operational Manager has given visibility, streamlined processes, improved data analytics, and facilitated better demand planning. The outcome was not only a substantial increase in operational efficiency but also a significant reduction in customer complaint resolution times, reduced from two months to 72 hours. A strong sense of professionalism and a governance framework has been key to delivering and demonstrating the success of this implementation.
 

2024 Partnership Awards: CMS and Student Loans

2024 Partnership Awards

This strong, responsive, and mature partnership has delivered the first ever integration of the OPX back-office system with NICE, and the first integration that NICE has had with a back-office system. Student Loans now has full visibility of staff across the estate, allowing for the dynamic allocation of staff to different roles based on changing needs and operational priorities. Frequent and transparent communication at many levels, and easy access for the SLC team with CMS developers really helped to deliver a solution that meets their customers’ needs. ROI is very impressive, with £925k in year one and savings of up to £3.6m per annum.

2024 Planning Awards:Kat McCarron at Hiscox

2024 Planning Awards

Kat led initiatives to enhance planning for admin and outbound calling, improving efficiency and customer service. By scheduling dedicated admin time and implementing an outbound booking tool, agents experienced reduced pressure and increased productivity. Collaboration with the operations team streamlined referrals, while understanding underwriters’ workload improved processes and built stronger relationships.
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