2025 #Raising Standards Virtual On-demand

2023 Insight Awards: Automation delivers a step change in customer service at Water Plus

2023 Insight Awards: Automation delivers a step change in customer service at Water Plus
Using robots, the team are simplifying processes for their advisors and their customers. Automating time consuming processes is removing the risk of human error and freeing up time to focus on the customer. This has helped to improve efficiency, reduce complaints and increase customer satisfaction.

2023 Insight Awards: Lauren Magee at North Yorkshire County Council

Lauren Magee has used data to tell stories and bring together colleagues at North Yorkshire County Council to work towards a common goal. Regular collaboration sessions pulled together different skills, knowledge and ideas, to develop a self-service portal and chatbots, driving a channel shift for their customers. 

2023 Quality & Improvement Awards: Combining Traditional QA and Automation drives improvement at William Hill

2023 Quality & Improvement Awards: Combining Traditional QA and Automation drives improvement at William Hill
Automation of high-risk conversations enabled QAs to drive forward the right coaching discussions. This is supporting a culture of player safety. Compliance improved by 20%, freeing up time for QAs to drive forward the right coaching.

Sabio's Vendor Spotlight Series - Transform Workforce Planning with Amazon FCS

Join Sabio for a concise, insight-packed webinar on how Amazon Connect Forecasting, Capacity & Scheduling (FCS) is transforming contact-centre planning. Built on Amazon Web Services, FCS uses AI-driven forecasting, intelligent scheduling, and real-time intraday management to help organisations plan with confidence, adapt faster, and improve both service and employee experience.

Webinar: See the WFM AI Assistant in Action in partnership with Sabio

WFM AI Assistant: Real-Time Intelligence for Smarter Workforce Decisions
Spot problems early. Understand the cause. Fix them immediately.
Managing workforce performance in real time has never been more complex. Volumes spike unexpectedly, AHT drifts, shrinkage creeps up — and by the time daily reports arrive, the damage is already done. The Sabio WFM AI Assistant changes that.

The WFM AI Assistant is a platform-agnostic AI solution that draws real-time data from:
 - Contact centre platforms
 - WFO and analytics platforms
 - HR systems
 - CRM solutions

Webinar: The Manager's New Toolkit: Closing the Action Gap in the AI Era in Partnership with Centrical

Frontline managers have never had more performance data, and never had less time to act on it. Signals are scattered across QA, WFM, LMS, CRM, and a growing stack of dashboards. Now AI agents are joining the workforce as a new layer to oversee, and the gap between performance insight and performance change is widening fast.

This is the action gap. Closing it is the defining challenge facing frontline leaders this year.

Join Ian Chappell, Director of Consulting, EMEA at Centrical, for a practical follow-up to The Forum's Best Practice Showcase. Ian opens with a look at why most platforms are widening the gap rather than closing it, then previews three Centrical capabilities built for the manager's job in a hybrid human-AI workforce.