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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Empowering Teams through Innovative Workforce Management at Motorway

2024 Innovation & Transformation Awards

Empowering Teams through Innovative Workforce Management at Motorway
The implementation of the workforce management tool exemplifies Motorway’s commitment to innovation and employee empowerment. Through effective communication, strategic planning, and a flexible approach to change, the team successfully navigated through challenges, ultimately enhancing operational efficiency and fostering a work environment conducive to growth and success.
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Categories: Library, Planning & Resourcing, Improvement & Quality, Strategy & Leadership, Awards Case Studies

Firstlink: Transforming Operations at Firstsource

2024 Innovation & Transformation Awards

Firstlink: Transforming Operations at Firstsource
This platform, a brainchild of collaborative efforts between the development team and operational stakeholders, has revolutionised the way business is conducted, ushering in a new era of efficiency, connectivity, and streamlined operations. The adoption of Firstlink has heralded a new dawn for the organisation, propelling it towards greater efficiency, connectivity, and operational excellence.
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Categories: Library, Planning & Resourcing, Improvement & Quality, Learning & Development, Awards Case Studies

Inspiring Personal and Professional Development at eBay

2024 Innovation & Transformation Awards

Inspiring Personal and Professional Development at eBay
Learn how eBay are nurturing personal and professional growth within the team, underlining the organisation’s commitment to continuous improvement and talent development. By prioritising personal and professional growth, eBay is poised to unlock the full potential of its workforce, driving sustained success and organisational resilience in the ever-evolving business landscape.
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Categories: Library, Planning & Resourcing, Improvement & Quality, Strategy & Leadership, Learning & Development, Awards Case Studies

Operational Readiness

Operational Readiness
This video is to accompany the article in the 2024 Best Practice Guide: Shaping the Future
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Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Digital & Omni-Channel

How to unlock value in moving to the cloud

How to unlock value in moving to the cloud
In such a complex technology marketplace, how do we make the right strategic choices? Nigel Medforth uncovers how to set yourself up for success with a customer and user-led IT project, and not the other way around.
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Categories: Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership

Keynote: The Value of Community

In this opening keynote, The Forum team members will discuss the importance of community.

Keynote: The Value of Community

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

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Categories: Library, Planning & Resourcing, Improvement & Quality, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2023 CC Videos

How to become a true brand guardian

How to become a true brand guardian
Uncover opportunities to raise customers’ experience of your brand and focus on what matters most. Ed Creasey charts the major new insights from Calabrio’s latest research.
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Categories: Library, Planning & Resourcing, Improvement & Quality, Learning & Development

Releasing potential in technology: make it work for customers & colleagues

Releasing potential in technology: make it work for customers & colleagues
Investment is huge but benefits only flow when our operating models and processes are re-designed to be data driven, and the human connection is concentrated where it’s most valued. As Chris Rainsforth reveals, digital transformation requires operational excellence. So how do we step up as professionals in planning, insight, knowledge sharing and quality control?
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Categories: Library, Improvement & Quality

Reversing a decline in customer satisfaction can unlock productivity gains for business

Reversing a decline in customer satisfaction can unlock productivity gains for business
With economic conditions tight and a possible recession looming, every customer purchase decision matters to businesses. Whatever sector you’re in, there are many facets to enticing customers to buy – quality, value for money, convenience – but one of the key ingredients is customer service.  From Jo Causon, CEO at The Institute of Customer Services.
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Categories: Library, Improvement & Quality, Strategy & Leadership

Interactive Keynote: Does AI really have a place in Quality Assurance?

A discussion with Evaluagent on the ever increasing presence of AI and the place it has in Quality Assurance.

Interactive Keynote: Does AI really have a place in Quality Assurance?

Originally broadcast Tuesday 16th May 2023, 15:15

Join Chris Rainsforth and Chris Mounce from EvaluAgent for a discussion on the ever increasing presence of AI and the place it has in Quality Assurance.

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Categories: Library, Improvement & Quality, Digital & Omni-Channel, 2023 CSP Videos

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