Exclusive access for NICE NUG only

As part of our Best Practice programme for Quality Management, The Forum & NICE are collaborating to offer NICE NUG members FREE access to on-demand material from The Forum. We also invite you to join our live networking events on Zoom, where members meet to share their latest work and discuss common challenges – book for each event via the links below.

Watch videos from our recent National Quality Conference and case studies from our 2020 Award winners

Quality & Improvement Keynote: Mark Billingham, COO at the Very Group
Npower case study: driving process improvement out of QA
William Hill case study: transforming customer experience though QA
Motability Operations case study: quality, coaching & knowledge management
Workshop Catchup: Skills that create Great Customer Conversations
Workshop Catchup: Measuring First Contact Resolution
Workshop Catchup: How to Get it Right First Time

Book to join our live virtual networking, where members meet to share their latest work and discuss common challenges.

Endnote: Raising Standards

Originally broadcast Friday 28th March 2025 at 13:30

Closing the week with practical tips on how to use learning to drive action and raise standards.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2025 Spring CSP Virtual

25 Years of Innovation & Transformation Keynote

Originally broadcast Friday 28th March at 09:30

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.

Technology Showcase: Calabrio

Driving the Next Chapter of WEM
Join Calabrio showcasing the latest innovations, enhanced capabilities, and strategic advancements in Calabrio ONE. Discover how their newest features are designed to elevate agent engagement, workforce optimisation, and analytics, helping organisations increase productivity, reduce attrition, and provide better sales and services to customers.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, 2025 Spring CSP Virtual

Technology Showcase: Verint

Originally broadcast Wednesday 26th March at 12:30

Moving from AI Experiments to AI Success in the Contact Centre and Beyond
Hear inspiring success stories from Verint customers who have transformed their operations with AI. Learn how they overcame challenges, achieved efficiencies, and delivered exceptional customer experiences. Discover practical steps to move from AI experiments to tangible successes, and gain insights for your own AI initiatives.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Digital & Omni-Channel, 2025 Spring CSP Virtual

Complaints Handling Keynote

Originally broadcast Tuesday 25th March 2025 at 13:30

Fix it or Face it: Contact Centre Complaints
Complaints are an unavoidable reality; we can address issues to reduce problems and understand root cause, but we need to excel in managing the inevitable complaints that will arise.

Categories: Library, Operational Improvement, 2025 Spring CSP Virtual

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

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Digital & Omni-Channel, 2025 Spring CSP Virtual

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

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.

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.

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, 2024 #RaisingStandards Videos (In-Person)

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.

Categories: Library, Operational Improvement, Digital & Omni-Channel, 2024 #RaisingStandards Videos (In-Person)