How to win an award in less than 20 years!

In April 2007, Alison Conaghan and I attended The Forum’s annual Customer Strategy & Planning conference. Over the next two days we watched dozens of talks, keynotes, case studies, training events and, very importantly, the Innovation Awards ceremony. We learned a lot at that information-packed and inspiring event and walked away with our little heads full of ideas to revolutionise WFM in our company. Above all though, that conference left us united by a single objective: to win the overall Innovation of the Year Award at the next Forum conference.

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Partner Article: Calabrio integrates its software with Avaya Experience Platform Public Cloud

Calabrio has announced that it has integrated another solution with Avaya as part of its longstanding relationship with the leader in customer experience and communications solutions. This one sees the award-winning Calabrio Workforce Management (WFM) solution integrate with Avaya Experience Platform™ (AXP) Public Cloud in a milestone collaboration that will revolutionise the landscape for contact centres looking to innovate and modernise in the cloud.

Categories: Library, Partner News

Partner Article: Calabrio Introduces AI-Driven Bot Analytics to Enhance Quality Management

Calabrio, the workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centres more performance data and insights to streamline and enhance the user experience. 

Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots; organising all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently.

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.

Technology Showcase: Verint

Originally broadcast on Wednesday 15th May, 12:30

It's tough out there in the CX space - customer demands are growing faster than your budget and resources, but you still need to deliver the level of service they expect. To keep up with demand, organisations are turning to AI and CX Automation, and enjoying unrivalled CX potential that delivers enterprise-wide benefits. Hear from our partners Verint as they share new ideas.

Technology Showcase: Business Systems

Originally broadcast on Tuesday 14th May, 13:15

In this session, Business Systems is joined by Zen Internet to discuss Zen’s Workforce Engagement Management transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution.

Technology Showcase: Calabrio

Originally broadcast on Tuesday 14th May, 12:30

Scott Budding from Calabrio reveals the latest Contact Centre trends. Drawing from real-life examples of award-winning Calabrio customers, Scott will showcase CX best practices.

Technology Showcase: Sabio

Originally broadcast Monday 13th May, 12:30

Even with the best schedule, things often don't go according to plan! Learn how Sabio's Mission Control can compliment your Genesys Cloud solution to support your real-time management process. We'll take you through delivering on-the-fly skill and routing changes, as well as the upcoming 'Dynamic SLA Routing' feature which automatically reskills, based on SLA performance.

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.

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2024 Partnership Awards