Member Resources & Library

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Partner Article: OVO Energy Aims To Boost Team Engagement and Career Development with Centrical

Centrical is pleased to announce that OVO Energy, the UK’s third largest energy supplier, has chosen Centrical to support team engagement, and to deliver personalised learning and development pathways across their customer care operations. 

Why does knowledge management matter?

See how this technology plays an increasingly pivotal role, in closing the gap between what we need and what we can actually do, the ‘engagement capacity gap’.
 

How to thrive in a hybrid and digital world

Explore the factors to consider as you build new operating models and learn from the profound impact of the pandemic on knowledge sharing, social connection, working patterns and productivity assumptions.

Acquiring new technology? Learn how to steer clear of the biggest pitfalls

The traditional RFP process, commonly run by IT departments, brings you in far too late to actually make a difference. So take a look at the pitfalls to avoid and some tips on how to do it differently.

The Inner Circle Guide to Cloud-Based Contact Centre Solutions

Detailed Answers to Common Cloud Questions from Leading Solution Providers

Partner Article: What have AI and automation got to do with WFM?

Machine learning, artificial intelligence (AI), and sophisticated optimization algorithms are already part of our daily lives. Do you use a navigation app on your smartphone? Or facial recognition in your camera app? Do you use online spelling and grammar checkers when writing documents? If so, you’re using AI. It should be no surprise to learn that the latest WFM applications are already deploying AI and automation to improve planning outcomes while reducing manual effort.

Bots & AI: how to teach yourself automation and machine learning

The first steps are easier than you think. You can start using MS Office or opensource software, so cost doesn’t stop you.

Ian Robertson shares work by members using different levels of technology and investment, to chart a ladder of opportunity for everyone. Why not take time now to teach yourself?

Partner Article: Electric car subscription service Onto partners with Business Systems to transform the customer experience

The partnership will improve agent engagement and provide an effortless service for outstanding customer experience.

What matters most to customers and how do we fix the problems?

Where do we find the information we need to turn an organisation around, so that it is really centred on customer needs, however big or difficult the task may seem? Learn from practical member stories about how they are achieving success.

Digital transformation: we spread our wings when we engage customers

Too often technology doesn’t join up, to actually make life easy. Yet, if you do make your digital platform totally compelling, people will use it and love it! So what’s the secret? Paul Smedley looks at how we operationalise our strategies and the importance of planning.

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