2022 Community Conference

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.

Opening Keynote: How to Learn

Originally broadcast Tuesday 2nd July 09:30

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

Innovation Winners: Indeed & OVO Energy

Originally broadcast Tuesday 2nd July, 10:30

Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation.

Award Winners: Planning Teams

Originally broadcast on Tuesday 2nd July, 14:15

Learn how Real-Time Team of the Year, eBay reintroduced Real-Time globally. Hear from Lloyds Banking Group on how they achieved a Best Practice Shift Review. 

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.

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. 

Award Winners: Planning Analysts

Originally broadcast Wednesday 3rd July, 13:15

Learn from Analysts of the Year; Michelle Adshead at VitalityHealth and Kristie-Leigh Armstrong from BT Group and our Rising Stars; Lauren Laycock at NFU Mutual and Kirsty Ritchie of Wheatley Housing.

Award Winners: Quality Individuals

Originally broadcast Wednesday 3rd July, 14:15

Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn. 

Award Winners: Quality Teams

Originally broadcast Thursday 4th July, 09:30

Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA.

Awards Winners: Planning Managers

Originally broadcast Thursday 4th July, 10:30

Managers of the Year; Alex Gold from OVO Energy and Steven Miller at Benenden Health share their stories. 

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

Endnote: The 2025 Awards

Originally broadcast Thursday 4th July, 14:15

How you can gain recognition for your and your teams work through our Awards. Tips for entering.

Partner Article: Calabrio Enhances its Innovative AI-driven Business Intelligence Tools

Corresponding 2024 Summer Release free webinar offers in-depth Insights and Interaction Summary product demonstrations 

Partner News: Sabio's latest news and resources

Partner News: Calabrio Unveils Latest Innovations at C3 2024: Transforming Customer Contact Centres for the Future

Calabrio, the workforce performance company, this week announced a series of groundbreaking innovations at its C3 user conference. The annual event, including the ONE Awards, is known for bringing together industry leaders, customers and industry analysts, to feature the launch of new products, share insightful industry discussions, and recognise outstanding customers. 

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?

Panel Discussion: Standards Benchmarking

Originally broadcast Monday 14th October 2024, 12:30

Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins

Learning & Development with The Forum

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience. 

Technology Showcase: Calabrio

Originally broadcast Tuesday 15th October 2024, 12:30

Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins

How to Empower Your Employees Through Coaching

Discover how to elevate agent performance and transform customer experience using coaching & 

real-time guidance. Join Nick Rowe from CallMiner to discover best practices for providing agents with immediate feedback, personalised coaching, and actionable insights to improve customer interactions on the spot.

90% of bad Trustpilot reviews trace back to email, paper, and phone

If you want to see a new way to solve this problem, then this session is for you.

Mat Elliott from Nivo will share lessons from working with over 100 financial services companies to digitise customer facing processes, and dive into case studies with brands like CoOp bank, Barclays, and United Trust Bank, where Verified Identity Messaging has transformed NPS from minus figures to +90 and slashed timescales from weeks to hours.

Can AI Truly Revolutionise Customer Experience?

Join Huw Jones, Director of Solutions Consulting at Verint, as he delves into the revolutionary impact of AI on employee and customer experience (CX).

This session uncovers the practical steps and strategic insights necessary for integrating AI into CX initiatives. Huw will address the common challenges and highlight the critical success factors, emphasising the importance of aligning AI projects with clear business objectives. Attendees will gain a comprehensive understanding of how to leverage AI to enhance staff planning and nurturing, handle customer interactions, and drive business growth.

Why Is Your Cloud Contact Centre Transformation Failing to Deliver?

Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems.

But what’s even more concerning is that those who've made the leap to cloud solutions aren't necessarily reaping the promised rewards. 

WFM and AI: How Artificial Intelligence Will Transform Workforce Planning in the Future

As the business landscape continues to evolve, workforce planning is becoming more complex and dynamic thanks to companies across all industries being tasked with managing increasingly global, diverse, and hybrid workforces.

But while the workforce evolves, the methods required for effective workforce planning are still very much in the ‘traditional’ and ‘manual’ phase.

The fact that methods such as data analysis, basic forecasting, and administrative-heavy processes require the need for constant human input means there is a high danger of human mistakes leading to inefficiencies.  

Calabrio Continues to Accelerate AI Innovation with Acquisition of Echo AI

Calabrio has announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centres with the latest innovative solutions through near-time conversation insights that enhance customer experiences and operational efficiency.
 
Echo AI’s technology analyses every customer conversation across multiple channels, including calls, tickets, surveys and reviews, and delivers insights that drive customer retention, operational efficiency and growth.
 
“With this acquisition, we’re accelerating our effort to provide a seamless integration of human and AI-driven intelligence, empowering agents to improve efficiency and dramatically improve customer interactions,” says Dave Rhodes, CEO at Calabrio.  

Raising Standards 2025

Sustaining a learning and improvement momentum that enhances personal and professional life.

Partner Article: From Discovery to Delivery: Here’s a Proven Methodology to CX Success at Sabio

Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone.

In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here's the thing: successful CX transformation isn't about jumping on the latest tech bandwagon — it's about following a proven roadmap to results. 

For many of our 650+ customers globally, this is where our three-phase methodology has helped global brands turn CX challenges into triumphant successes.

Opening Keynote - Raising Standards

Originally broadcast Monday 24th March 2025, 09:30

The Forum has spent 25 years building a vibrant, future-focused community that embraces change, disrupts complacency, and fuels innovation. As we look ahead to the next 25 years, the challenge isn’t just keeping up—it’s leading the way. Join us on this journey of continuous improvement, where we redefine what’s possible, break through limitations, and shape the future of business excellence.

Membership Panel Discussion

Originally broadcast Monday 24th March 2025, 10:30

Membership – The Value of a Professional Community
Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally

Technology Showcase: NICE

Originally broadcast Tuesday 25th March 2025 at 13:30

WFM Augmentation 
AI and Robotic assistance are buzz words and topics amongst the industry at the moment. NICE demonstrates how technology is supporting the operation, both from an agent experience viewpoint and an administrative and operational perspective. Practical application and examples of AI in the contact centre