Technology Showcase: Verint

Originally broadcast Wednesday 28th April 2021, 10:30

The Engagement Capacity Gap… and How to Close It: The new research propelling resourcing strategies Discover the latest study on the fast emerging, and critically important Engagement Capacity Gap – the difference between resources available to meet customer demand and the exploding volume of customer interactions and communication channels.

Technology Showcase: Sabio

Originally broadcast Tuesday 27th April. 2021, 13:15

AI & Automation Following on from Sabio’s session earlier in the day, Stu Dorman, Chief Innovation Officer at Sabio will showcase the use of AI, Automation and Intent Capture and Analysis in more detail and explore how and why these are so rapidly evolving. Join us to learn how different approaches fit together in organisations that are making best use of these technologies.

Technology Showcase: Intradiem

Originally broadcast Tuesday 27th April. 2021, 12:30

How to support your agents better in remote operations by optimising the delivery of coaching and training Want to find out how to support your agents better in remote operations by optimising the delivery of coaching and training? Hear how real time planning & operations teams at British Gas delivered this with the help of Intradiem’s award winning Intelligent Automation Technology solution. Join a panel of business leaders facilitated by Matt Rumins (Head of Customer Success) to discuss the engagement & effectiveness improvements and tangible results that leading organisations are experiencing with Intelligent Automation.

Technology Showcase: Calabrio

Originally broadcast Tuesday 27th April. 2021, 10:30

The Evolving World of Workforce Engagement Management (WEM) in the Cloud: Five Tactics that Help Keep Agents Engaged in a Modern Contact Centre It’s no secret the contact centre is forever changed. Moving to a cloud contact centre can prove valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth; and access to new or more robust technology.

Technology Showcase: NICE

Originally broadcast Monday 26th April. 2021, 13:15

Fear of missing out? New technological advancements in self scheduling and micro shifting. Planners and Schedulers are under increased pressure to provide hyper flexibility in the scheduling methodology and the general opinion is that micro shifting is too confusing and complex to manage. Life may have changed for all of us; for some, this means the ideal schedule is a couple hours early, a few hours midday and maybe a couple of hours later in the day.

Technology Showcase: Anaplan

Originally broadcast Monday 26th April. 2021, 12:30

“My supply always meets my demand”. In reality this almost never happens – but how do you bridge the gap between the two? Demand is constant but it is not consistent, nor does it affect every department equally. So how do you optimise your talent pool not only to drive customer satisfaction but maximise your operational efficiency? Come and see how two conflicting constraints on the business can work in harmony by using a Connected Planning platform.

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.

Free webinar: Facilitation

Hosted on 17th April 2021 by Phil Anderson

Facilitation is a valuable skill for any professional. Learn how you can manage a session so everyone can be share and be heard.

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.

Technology Showcase: Arise

Originally broadcast Thursday 3rd December 2020, 14:00

When People Do Your Planning Using a ‘live’ demonstration of their award-winning Starmatic scheduling tool, Arise will demonstrate how you could let your People do your Planning, exploring performance gamification, agent preference scheduling, intraday variation and meeting unplanned demand.

Best Practice Guides

Hosted on 17th April 2021 by Phil Anderson