2023 Autumn Community Conference (Virtual)

Case Study 2018: Releasing the potential of planning at Barclays

See how a new end-to-end planning tool has delivered consistency, control and agility whilst freeing up time to transform the role of the planning analyst at Barclaycard.

Case Study 2018: BT Coach: Powering up performance

See how cohesive leadership, powerful customer insight and a re-orientation of coaching to focus on great conversations combine to deliver large scale corporate transformation.

Case Study 2019: Fully engaging customers drives retention & growth at The Times and The Sunday Times

See how these famous news institutions thrive through digital transformation, strategically deploying data science and a personalised approach to engagement with content.

2020 Planning Case Study: See how an award-winning team took the next steps in excellence at Three Ireland

Building on their award-winning real-time model the Capability Transformation and Planning teams worked together to conceive and develop 3Cal, a tool that the whole business can use to plan activity with customer or colleague impact, so that it is visible and built into the forecast and plan.

Technology Showcase: Anaplan

Originally broadcast Monday 28th September 2020, 12:30

Planning for the Workforce of the Future Join Anaplan’s online session to hear how strategic workforce planning can provide much needed agility in the face of digital disruption, financial pressures and turbulent external market factors. During this session we will showcase how to quickly and strategically realign your workforce to shifting skill and resource demands. We will showcase workforce analytics, deploying initiatives to right-size the workforce and reconcile with financial targets, as well as explore capabilities in workforce talent management. Join us to discover how to improve collaboration across thousands of users and how you can realise a 10x return on investment through organisational right-sizing.

Keynote: Digital Acceleration - Planning

Originally broadcast Monday 28th September 2020, 14:00

The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.

Technology Showcase: Sabio

Originally broadcast Tuesday 29th September 2020, 12:30

How to deploy Google AI within 30 minutes in your Contact Centre. Sabio demonstrate how advanced AI from Google can be deployed on web, messaging and voice channels starting from scratch to go live within 30 minutes.

Keynote: Digital Acceleration - Insight

Originally broadcast Tuesday 29th September 2020, 14:00

The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.

Keynote: Planning for Wellbeing

Originally broadcast Wednesday 30th September 2020, 09:30

If the P in planning stood for People Following an extended period of accelerated change across our industry, Keir will explore some of the advantages to putting our people first in the planning process, potential barriers to success and what would need to change for this to be a reality for every customer-centric business. Keir Greenwood is VP & General Manager Customer Success at Arise.

Technology Showcase: NICE

Originally broadcast Wednesday 30th September 2020, 12:30

Hear how Skipton Building Society is on a journey to develop their planning capabilities by proactively collaborating with NICE across a number of initiatives to drive colleague and customer excellence.

Technology Showcase: Business Systems

Originally broadcast Thursday 1st October 2020, 12:30

Inspired People go above and beyond – so how can you inspire your employees to engage with your planning team to drive impressive ROI? Your employees need to work in a positive environment so they can continue to grow, remained inspired and be more productive. So how can WFM help with this?

Technology Showcase: Calabrio

Originally broadcast Friday 2nd October 2020, 12:30

The State of the Contact Centre: Embracing the Evolving World of Work Join Ed Creasey, Director of Pre-Sales for Calabrio, as we explore how leading contact centres are turning disruption to their advantage. From the rapid increase in importance of the contact centre, to changes in demands from employees and customers, we will be envisioning the contact centre of the future. Join us to discuss tangible ways to embrace this evolving world of work.

Technology Showcase: The Modular Analytics Company

Originally broadcast Monday 30th November 2020, 12:30

See how data, technology and empathy can manage the customer experience. TMAC demonstrates real-life examples of  next best action, speech analytics and data-led team coaching working in tandem to drive revenue and create positive experiences for customers and agents alike. 

Technology Showcase: Anaplan

Originally broadcast Tuesday 1st December 2020, 12:30

Agile & Reactive Modelling: the key to Modern Planning We must take into account not only future trends but unforeseen events and market conditions. The ability to make good business decisions is completely reliant on a plan that is adaptable and flexible enough to react with resilience and speed. In this session you will see how many scenarios can be created and compared to enable a decision to be made with good principles and alignment to strategy.

Technology Showcase: Aspect

Originally broadcast Wednesday 2nd December 2020, 12:30

Enabling Flexible Working Practices As organisations embrace flexible working strategies for their contact centre and back office workforce what working practices are going to change and how can technology enable these? Join Aspect Software to understand more.

Technology Showcase: Arise

Originally broadcast Thursday 3rd December 2020, 14:00

When People Do Your Planning Using a ‘live’ demonstration of their award-winning Starmatic scheduling tool, Arise will demonstrate how you could let your People do your Planning, exploring performance gamification, agent preference scheduling, intraday variation and meeting unplanned demand.

Conference Endnote

Originally broadcast Friday 4th December 2020, 09:15

Positive habits for a successful career With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.

Webinar: Facilitation

Facilitation is a valuable skill for any professional. Learn how you can manage a session so everyone can be share and be heard.

Keynote: Unlocking Opportunities

Originally broadcast Monday 26th April. 2021, 09:30

Hear from Phil Anderson, Director at The Forum with the conference opening keynote. Understand how disruption can pave the way for new opportunities and how you can become key to unlocking change and development.

Technology Showcase: Anaplan

Originally broadcast Monday 26th April. 2021, 12:30

“My supply always meets my demand”. In reality this almost never happens – but how do you bridge the gap between the two? Demand is constant but it is not consistent, nor does it affect every department equally. So how do you optimise your talent pool not only to drive customer satisfaction but maximise your operational efficiency? Come and see how two conflicting constraints on the business can work in harmony by using a Connected Planning platform.  

Technology Showcase: NICE

Originally broadcast Monday 26th April. 2021, 13:15

Fear of missing out? New technological advancements in self scheduling and micro shifting. Planners and Schedulers are under increased pressure to provide hyper flexibility in the scheduling methodology and the general opinion is that micro shifting is too confusing and complex to manage. Life may have changed for all of us; for some, this means the ideal schedule is a couple hours early, a few hours midday and maybe a couple of hours later in the day. 

DAS Quality Team Awards Case Study 2021

At DAS, Gabi Stedman-Braun and her team rolled out a new quality framework, based on the Nunwood Model for Customer Experience. Scoring and guidelines are focussed on the actions that need to follow and embed a clear understanding of what each element of this customer experience is like for customers. It is common across different business areas and separate questions are allowing a clear focus on compliance, without creating complex combined scores.

Liz Vosper - Quality Manager of the Year Awards Case Study 2021

Liz Vosper, Knowledge Manager at The Open University leads by example, with a passionate focus on learning and sharing knowledge - and the colleague or customer experience. She is adding real value within her own organisation, but also in our wider best practice community, as she undertakes her content audit and builds a business case for the value of transformed knowledge and content management, both in the contact centre and in the student online knowledge base.

Technology Showcase: Calabrio

Originally broadcast Tuesday 27th April. 2021, 10:30

The Evolving World of Workforce Engagement Management (WEM) in the Cloud: Five Tactics that Help Keep Agents Engaged in a Modern Contact Centre It’s no secret the contact centre is forever changed. Moving to a cloud contact centre can prove valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth; and access to new or more robust technology. 

2021 Partnership Awards: Sainsburys Bank x Webhelp

Sainsburys Bank and WebHelp demonstrated an outstanding client-outsourcer partnership, with WebHelp’s exceptional focus on looking beyond just cost benefit, adding real, further value for the bank, including new work on analytics.

2021 Partnership Awards: Davies x Which?

At Which? working with the Davies Group massively accelerated their roll out of analytics, with rapid ROI and unprecedented insight about consumer attitudes and experience during lockdown. 

2021 Partnership Awards injixo x Yorkshire Housing

The work on workforce optimisation by Yorkshire Housing and Injixo showcases further great examples of how to take planning to the next level and work with
suppliers in such a way that great partnership is part of the standard operating model.

2021 Partnership Awards Skipton Building Society x NICE

Skipton Building Society and NICE demonstrated how to unlock the potential of workforce management and support a huge rise in the capability of the planning, with tangible benefits for the business. 

2021 Partnership Awards: Noble x Capquest

Noble Systems worked with Capquest to transform performance culture, as well as resource planning, with ROI in eight months. Their deployment of gamification is exceptional in how they motivate and develop people. 
 

2021 Partnership Awards: Hoist Finance x Aspect

At Hoist Finance and Aspect, an ambitious roll out of a new pan-European omni-channel platform was accelerated into a few weeks, to support working from home with lockdown. This huge logistical challenge was overcome by an exceptionally close and collaborative relationship, with mutual positive challenge and trust.