Member Resources & Library

Enjoy a trusted place where you can easily find solutions. See below for a sample of our articles and resources. Register and log in above to see a wider range. Forum Members have access to the full library by logging in. If you do not have a member log in or if you need help with your password, please email advice@theforum.social.


Automation for analysts

Robotics, or automation, is something that can deliver huge benefits and savings. But the term robotics can sometimes be confusing. When I hear the word robot, my mind immediately jumps to Star Wars and R2D2 and C3PO. Others may think of the mechanical arms on factory production lines. In South Africa a robot is a traffic light. The likelihood is that none of these play a part in our roles.

Why simplicity in contact centres matters in an era of complexity

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority.  That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification

Planning for COVID: What have we learned from our first response?

March 2021 was a key milestone, with the anniversary of our first UK lockdown. It was also a year on from our first free webinar series at The Forum on planning for COVID-19. So what have we learned? How can we think or act differently?

What is hybrid working?

With a seemingly unstoppable tide of support for some homeworking, what makes a new operating model fit for the future? How do we avoid floating on a sea of outdated working practices or policies?

Moment of Truth – The Forum Community App, live stream exclusive

The moment of truth; critical time for your workforce strategy and hybrid operating model. Strategy is about to become the reality as organisations look to introduce strategic Hybrid operating model at scale post the summer holidays which will have important consequences for the future.

Will homeworking outlast the virus?

Who will be rushing back into the office and what choices will people be offered? Is this a global shift in our work lives? What is driving decision making?

Healthy Working Patterns for a hybrid world

Homework is opening up new approaches to scheduling and resource allocation. So, could hybrid working be a platform to support wellbeing and deliver different outcomes for both business and people?

Unlocking the Opportunity: National Conference

Our National Conference focusses on our individual communities of Leadership, Planning, Insight and Quality providing a community focus to develop topics, discuss challenges, share ideas and learn from fellow professionals. The last face-to-face Forum event was in November 2019 in Manchester. The pandemic gave us an opportunity to do something different and experiment with virtual events which have proved extremely popular. With the opportunity to hold face-to-face events now opening up, it gives us another opportunity to experiment. 

The question now is: How do we combine the best of virtual and face-to-face?

Partner Article: Sensée Creates 500 New Work-from-Home Contact Centre Roles

Sensée, the work-from-home specialist, is creating 500 new permanent and temporary positions to meet the growing demand for homeworking staff.

The vacancies are for Customer Contact Advisors, Team Managers and back office staff to work for new and existing clients. Start dates are immediate.

The four stages of insight: shaping the future

Our true measure of success lies in what is done with information we provide and how much it is trusted. Take a look at this changing focus of analysis and consider what it means for your role and function, whether you are in planning, insight, quality, management or leadership.

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

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