Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

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.

The 2023 Back Office Conundrum

Join Corporate Modelling Services on our Webinar, as Alex Allen and Paul Barrow delve into the challenges faced by back-office and operational teams across multiple service industries in 2023.

Learning from the 2023 Awards

Watch at your own pace

The Forum is always looking for new and inspirational examples of organisations, teams and people raising standards and this year’s awards again demonstrated best-in-class examples of organisation innovation & transformation. This webinar will help you to learn more about the awards programme, including how to access the 68-short-listed finalists stories and hearing from the judges who supported the programme. As a learning organisation our responsibility is to make learning easy for you, and these award case studies provide practical ideas and solutions alongside their inspiring stories.

The 2024 Awards submission is open now, so why not get involved? Hear from this years participants on what it is like to be a finalist and what is involved in the process, alongside hearing what its like to be a judge.

Keynote: Strength in Numbers

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.

Originally broadcast Monday 15th May 2023, 09:30

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.

2023 Insight Awards: Desktop analytics in the back office at Firstsource

2023 Insight Awards: Desktop analytics in the back office at Firstsource
The team have leveraged data analytics for back office operations. They have integrated many data sources with existing desktop analytics tools. This allowed them to identify many opportunities for improvement. Small transformations are delivering significant benefits.

2023 Partnership Awards: Northern Rail x Hellion

2023 Partnership Awards: Northern Rail x Hellion
An especially integrated and successful partnership has delivered a step change in culture at Northern Rail, moving the focus from health and safety to customers, and establishing NPS as the key metric of success. Guided by Hellon, the focus was on what was important to their customers.

2023 Partnership Awards: Alvaria x Barclays

2023 Partnership Awards: Alvaria x Barclays
Trust and open communication were key to success in this highly complex and large-scale implementation at Barclays. The result is the delivery of true full customer engagement planning: front office, back office, branch and retail colleagues following similar processes and sharing resource to meet customer needs and maximise utilisation.

2023 Planning Awards: Putting nurses at the heart of resource planning at Fresenius Kabi

2023 Planning Awards: Putting nurses at the heart of resource planning at Fresenius Kabi
The Day in the Life programme has helped nurses and planners understand each other’s challenges, so they work much closer together. A single resource model now works across all areas of this field operation. Improved engagement and better process have led to operational improvement, ensuring that all patients are visited in a timely manner.

2023 Innovation & Transformation Awards: Extending the reach and value of resource planning at Legal & General

2023 Innovation & Transformation Awards: Extending the reach and value of resource planning at Legal & General
Introducing a framework of understanding to use data to make better decisions. Launching Verint Workmanager to track and distribute work to support working practices for frontline employees. Transforming leaders, supporting long-standing processes and people to work in a different more future-minded way.

Member Resources & Library

Categories