2023 Customer Strategy & Planning (Virtual)

NICE Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Psychology of Adaptive Choice Join Graeme and David from NICE, as they revisit The Psychology of adaptive choice, the challenge of offering our agents choice and empowerment over their schedule.

Verint Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw Jones, Workforce Management Guru at Verint.

Insight Keynote

Originally broadcast Wednesday 16th November 2022, 09:30

Hear from Rob Hanrahan, CEO of miPerform.

Davies Technology Showcase

Originally broadcast Wednesday 16th November 2022, 13:15

Tips for the successful selection and procurement of CX Technology CX technology alone rarely delivers the beneficial impact and financial returns promised – as successful adoption needs more than just a great technology solution. Hear from Davies Group.

Workshop: Calibration

Originally broadcast Thursday 17th November 2022, 09:30

Calibration is a fundamental necessity of any Quality Assurance, development, and improvement process.  Hear from BPA Quality & L&Q.

eGain Technology Showcase

Originally broadcast Thursday 17th November 2022, 12:30

Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience).

Community Learning Keynote

Originally broadcast Friday 18th November 2022, 12:30

Hear from a Forum Hero and organisations who have taken a team approach to learning.

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 

Partner News: eGain Named as a Supplier on the Crown Commercial Services G-Cloud Framework

Partner Article: Sensée’s LiveDesk hybrid working collaboration application now available through the G-Cloud 13 Government Framework

Hammersmith, London. Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations.

Top intelligent automation trends to watch in 2023

With 2023 just around the corner, it is time to look at what the next 12 months might hold. It seems clear that some of the trends that emerged during the pandemic will continue to manifest. For example, hybrid working models have become deeply ingrained throughout society and the staffing challenges of recruiting and retaining the right people are unlikely to go away. However, there are other factors that will likely come to the fore in 2023 that may need automation technology investment to fix. 

Partner Article: Call center attrition: why do staff leave - or stay?

Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

Partner Article: Occupancy, utilization, productivity: what’s the difference?

These familiar metrics are critical to managing every contact center. And it’s vital to take them into account properly within the workforce management process. The problem is, they all sound very similar and are sometimes confused with one another. Let’s examine them one by one.

Partner Article: Data, AI and automation will never replace humans. Fact

Matt Rumins, European Head of Customer Success at Intradiem, argues that while these technologies can empower humans, they neither can nor should ever replace them. 

Partner Article: Contact centre recruitment challenges? Focus on productivity first

Keir Woolhouse, Commercial Director at miPerform, writes about how virtually every COO/senior contact centre leader is struggling to meet their KPI/Service Level targets with the resources available to them.

Partner Webinar: Is Automation and AI Taking Over the Call Centre?

Join Alvaria on 18^th April at 4:00 PM BST for the webinar, Is Automation and AI Taking Over the Call Centre? Does the “Less Human” Approach Work with Your Customers?  

Strength in numbers the value of community

We build strength when we focus on how we collaborate and who we do this with. When we bring together trusted data, analysis and insight alongside a group of people with a collective desire to improve, we can achieve greatness.

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy

2023 Planning Awards: Planners have interrogated their data to thoroughly understand issues at Hoover Candy
Challenging their software vendors uncovered issues that also impacted other customers. They’ve built relationships with stakeholders, who now trust the information provided. And a new Pathway to Planning offers advisors new career choices. Participants have even become informal planning champions in their teams!
 

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General

2023 Planning Awards: See how data scientists are transforming customer journeys at Legal & General
Gathering information form front-line staff has mode possible automated workflows for 27,000 customers per month and led to greatly improved customer journeys. This has increased engagement with the operation. And it’s reduced repeat contacts, increasing the value that advisors can add to each call.
 

2023 Planning Awards: Next generation branch planning at Lloyds Banking Group

2023 Planning Awards: Next generation branch planning at Lloyds Banking Group
Intensive time surveys have come in-house so that branch managers and teams are now assessing information about customer behaviour. This now happens more often over a wider range of branch sizes, improving forecasts and leading to better staffing coverage with increased shrinkages and improved service to customers.

2023 Planning Awards: Extending planning into new areas by building trust and support at SSCL

2023 Planning Awards: Extending planning into new areas by building trust and support at SSCL
The team are feedback driven and overcame change fatigue, with trust scores in the team rising every year. They’ve engaged with operations as they introduce planning into new areas. And they’ve developed the team, to build confidence and extend skills. This has led to promotion and development opportunities for all the analysts.

2023 Planning Awards: Building a better tomorrow for both colleagues and customers at Vitality Health

2023 Planning Awards: Building a better tomorrow for both colleagues and customers at Vitality Health
The team embrace change and keep things very simple and transparent, with great stakeholder communication. Forecasting has improved, with accuracy close to 1%. Real-time optimise systems and reduce non-value contacts. By developing people in the team, they now have a wider view of their impact across the business.

2023 Planning Awards: Tabitha Cantrell at Hoover Candy

2023 Planning Awards: Tabitha Cantrell at Hoover Candy interrogated the data supplied by their systems to uncover errors and gained the trust of both operations and the supplier.

2023 Planning Awards: Vanessa Jossi at Lifeplus

2023 Planning Awards: Vanessa Jossi at Lifeplus has focussed on her learning. She learns from others in her organisation and network groups at The Forum, as well as from industry articles. She has redesigned many reports and dashboards across Lifeplus.

2023 Innovation & Transformation Awards: Unlocking the power of data and actionable insight at Firstsource

2023 Innovation & Transformation Awards: Unlocking the power of data and actionable insight at Firstsource
Maximising the power of data to build a capability providing insight and foresight into risks that would otherwise disrupt the operation. Information is no longer dealt with in isolation as the platform brings different teams together to discuss and plan jointly. 
 

2023 Innovation & Transformation Awards: Transforming customer journeys with the CI Squad at FIS

2023 Innovation & Transformation Awards: Transforming customer journeys with the CI Squad at FIS
Using a continuous improvement framework to understand and fix the root cause of issues. Partnering with operational and specialist teams to plan, deliver and sustain improvements. Listening to customers and colleagues to understand what needs to change and making over 100 improvements in the first year.

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.

2023 Innovation & Transformation Awards: Crowd sourcing innovation making it easier for all passengers at Northern Rail

2023 Innovation & Transformation Awards: Crowd sourcing innovation making it easier for all passengers at Northern Rail
Focussed on “doing the right thing” making travel and access to travel by train easier for people who may have previously faced challenges. From dementia friendly signage, sign language, accessible toilets and using VR to help customers and front-line colleagues.