Originally Broadcast Thursday 16th October, 12:30

Join Route 101 for a dynamic session exploring how Zendesk can revolutionise back-office operations through intelligent omnichannel routing and email management.Discover how unstructured inboxes can be transformed into structured workflows, enabling smarter task planning, queue categorisation, and actionable analytics. With insights from Route 101’s systems integration experts, this showcase will highlight real-world examples and integrations - bridging the gap between back-office tasks, CCaaS, WFM and QM to unlock new efficiencies. 

Some things will always matter. Businesses will always need to balance customer demand, employee needs, and business goals. Planning will still rely on data, but how that data is used will keep evolving.

Technology will continue to speed things up. AI and automation will take over more of the routine tasks, but that doesn’t mean planners will become less important.

Originally broadcast Friday 28th March at 09:30

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.

Originally broadcast Monday 24th March 2025, 10:30

Membership – The Value of a Professional Community
Talking with members Anglian Water Services, Aviva UKGI and PTSB and discussing how they get value from being part of a professional community and the items that gives them the most value for their teams, organisation and personally

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience.