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: 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.
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.
Free Webinar: 2021 and beyond – how can we use data to help us plan as our working world continues to evolve? Sponsored by Calabrio
The global pandemic has accelerated the shift of consumers away from traditional channels to a digital world where the vast majority of customer service staff are more remote than ever before.
At the same time, Data, Analytics, AI and ML capabilities are all accelerating rapidly – and each can bring a wealth of advantages which help organisations with their planning.
But sometimes, it can be a challenge simply to keep up with all of the various developments and changes.
The good news for all of us as humans beings is that many companies are placing great importance on both customer experience and employee wellbeing.
As digital transformation takes hold at pace, organisations continue to demonstrate that they care.
With all this change, two things have remained constant: the importance of good quality planning and the need to be agile and respond to changes rapidly.
In this webinar, you will learn:
- How consumer channel selection is rapidly evolving
- Some developing data and analytics capabilities which could help your planning
- Some agility techniques to help you be more prepared for continued uncertainty
Free Webinar: The Rise of Digital Channels and the Challenges they Bring to Workforce Management - Sponsored by NICE
How people communicate is fundamentally transforming due to the rise in digital channels. These changes include how consumers interact with companies they choose to do business with. For the contact centre, this means challenging long-standing assumptions about contact interactions, how they are measured, and how WFM tools need more sophistication via machine learning to handle the rigors of forecasting and scheduling in a digital channel-driven world.
Some of the takeaways from this session will include:
- The evolution of digital channels and its impact on customer services
- Understanding the challenges digital channels present with respect to the WFM process
- Gain a sense of the considerations to address challenges with digital channels
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.
Standards and Business Accreditation
The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.
Keynote: Unlocking Opportunities
Originally broadcast Monday 1st November 2021, 09:30
How has our thinking changed during 2021? Phil Anderson and Dave Vernon, Directors at The Forum will explore the ever-changing business environment and the different approaches being taken to drive forward with improvements.
Technology Showcase: NICE
Originally broadcast Tuesday 2nd November 2021, 13:15
Graeme Gabriel and David Kay share practical top tips, tactical insight and strategic vision for digital planning.