Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
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The Power of One

Personalise performance improvement, by creating new ways for people to learn, progress and connect.

Ian Chappell shares five keys factors, that drive real, specific results and help people progress.

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Categories: Library

Empowering advisors: how can technology support you?

How are advisors coping in today’s changing world? Huw Jones looks at how new approaches are evolved, both from advances in technology and with innovation driven by the curiosity of professionals exploring new ways of using systems they already have.
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Categories: Library

Data & AI: game-changing opportunities?

Emerging technologies use data in new ways and many benefits flow from this. We can tap into new sources of insight. Automation can transform how we plan resources. So what are the opportunities? And how do we release this potential?

Sensée and Bupa homeworking team named Outsourcer of the Year at the 2023 Northern Contact Centre Awards

Hammersmith, London. Sensée and Bupa are pleased to announce that their customer service homeworking team was named ‘Outsourced Contact Centre of the Year - Medium’ at the 2023 Northern Contact Centre Awards gala dinner on Friday night.

Endnote

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving. 

Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving. 

Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

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