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.


Employee Lifecycle, Shrinkage and Performance Management

What are the top 3 challenges for contact centres? Speaking to a large a sample of our 150 member organisations, we have identified the following three:

  • Recruitment and retention
  • High absence and other shrinkage factors
  • Performance Management

Standards and Business Accreditation

The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.

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.

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?

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.

Why was everyone moving to the cloud in a pandemic?

Speed, agility and no upfront costs are key drivers, as well as homework, but other benefits are now flowing, as your teams focus beyond just technology, to transform user experience.

How did we get everyone up and running at home overnight when lockdown hit?

We got everyone up and running at home in days, despite coming from a standing start. This is how it happened and what we learned that can help us going forwards.

How to source and structure your data

How we organise ourselves as analysts is vital. Investing time in this now means we can be agile, quick in responding to future requests and changes.

AI, analytics and machine learning: follow the data

AI capacity is doubling every 3 months and the accuracy of speech recognition is now 96%, up from 75%-80% over the last 3 decades. Almost a third of UK contact centres are looking to deploy AI in the next year, according to Contact Babel.

So, what do we need to know to speak with confidence and apply this in our real world of customer operations?

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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