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The forced virtual environment of 2020 has given us a huge learning opportunity to understand how we can grow our community, make more events easier to access whilst still ensuring value.
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Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel, News & Events, The Forum Events
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”.
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel, News & Events, Partner News
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel, Partner News
Categories: Library, Data, Analytics & Insight, Partner News
Categories: Library, Data, Analytics & Insight
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development
How many times have you been doing the Friday big-shop and thrown in a multipack of Jammy Wagon Wheels, because its on offer, and thought diet starts Monday? On one hand its very easy to put “things” off to the following week, on the other hand Monday’s provide a great “line-the-sand” for us to start again.
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office
I recently read an article that stated “The simple act of rotating your plate can make the food on it taste better.” Like many of you my first reaction was scepticism, surely this was yet another of those statistically unsound studies that newspapers seem to love. However, as I read on I found that this was a valid study conducted by the Science Museum scientists at Oxford University.
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership
2019 is proving to be an exceptional year for our community of insight professionals. The case studies in the Innovation Awards are showcasing new approaches and key emergent trends – very different, but something important in each one. We’ve seen fantastic individuals and teams bringing transformational ideas to their organisations through insight over the last year. We’ve celebrated our first Accredited Insight Teams, through Standards Benchmarking, and the first bite-sized online learning webinars for insight, which launched in January, in The Forum’s new Learning Academy. And all this is part of a broader story, building momentum over the last five years and displaying no signs of slowing down
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Digital & Omni-Channel
Solving Problems
For some, the attraction is the challenge of solving something so complex, for others it’s the satisfaction when it’s achieved, for others still it’s collaborating and working together knowing that many minds are better than one. Problem solving can be a key enabler to success but how successful are we in the act of problem solving itself?
Forum Member James Stewart, Head of Live Operations at Sky UK, reflects on his roller-coaster ride at the 24-hour European Championships and the resulting team medals.
Across the river Bega, a bar erupts in a cheer. It is the kind of roar that tells you something special has just happened. The commentator is screaming in Romanian and I can see the big screens clearly, Gareth Bale has just scored a wonder goal in the Champions League final. Meanwhile, I am emptying my belly over the fence being sick once again. Even so, I wouldn’t have swapped a seat at the bar for the fence I am hunched over in the Ion Creanga park in Timisoara for all the tea in China at that moment. Yep, welcome to 24-hour racing! Read the full blog.
Date Published: 18/06/2018
Categories: Library, Planning & Resourcing, Quality & Customer Experience, Data, Analytics & Insight, Strategy & Leadership, Beyond The Contact Centre & Back Office, Learning & Development, Digital & Omni-Channel, News & Events