Member Resources

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Partner News: How to Calculate Contact Centre Spin

Read how Call Centre Helper investigate the mysterious metric of contact centre spin and explain why it can be such a headache for contact centre planners.

Why it pays to add AI to the shopping list

When it comes to sustainability, consumers are clamouring for change and driving the corporate agenda. Henry Jinman of EBI.AI shows 3 ways ethical retailers are using the power of Artificial Intelligence to create a sustainable shopper experience. 

2020 Vision: what skills help the modern analyst stand out clearly?

The role of an Insight Analyst has evolved significantly over the last 20 years. Simply being good at Excel is no longer enough. So, take a look at the seven top skills we see developing among successful analysts, setting them up to produce great insight for the next 20 years.

How can choosing the right metrics bring your strategy to life?

Do we present people with more information than they can realistically act upon? It could be insightful, but insight without action delivers no value. What happens, instead, if people look at information and immediately do something with it? They love it and want more!

COVID-19: learning how to plan for the unexpected

If ever there was a time for good planning, this is it. This pandemic has been without doubt ‘disruptive’. Not only do we need to respond ‘in the moment’, but it can also be a positive catalyst for rethinking our operating model and strategic objectives.

2020 Vision: clarity and focus, crystallising your knowledge

Twenty years of raising standards has been made possible by the growth of a vibrant professional community, where we continue to share and learn. From the original vision to now, we look at how this shared knowledge has shaped best practice and look ahead to what the future may bring.

Planning for Christmas Leave 2020

How well did you plan for Christmas? Did you accurately forecast your workload? Did you “fairly” allocate annual leave? Were your customers happy; were your colleagues happy? Or, was is just a case of survival and now you are only thinking about January, February, March and the next budget cycle?

6 Top Tips to ensure your dashboards and reports are read and used

For many analysts a constant frustration is that we spend a lot of time creating reports and dashboards that can make a real difference to our organisations, only to find that nobody is reading them. This is not only a waste of our time but a wasted opportunity. An objective of many insight teams is to reduce waste in our organisations, so this is a great place to start.

5 Top Tips to communicate with confidence

To turn insight into action we need to effectively communicate and get people bought into our ideas. Analysts with both the technical skills to interpret data and the communication skills to get people engaged are few and far between. Why is that?

Are we focusing on what are customers really want or what we think they want?

I recently saw on the News that Boris Johnson had pledged to invest in the HS3 rail link reducing the travel time between Leeds and Manchester from 50 to 30 minutes at a cost of £39 billion. This a journey I do regularly so my initial reaction was ”brilliant”. However, after that announcement I continued to use the trains and this made me rethink how highly journey time really rates in my list of priorities as a customer. Here is what really matters to me.

Any holidays booked?

The classic hair dresser question “have you got any holidays booked?”, probably as most people have a holiday and most people like to talk about their next planned adventure. Not only that, it is a legal entitlement. However, too often the annual leave process can be “clunky”, an all-round problem, administrative heavy and unfair.

Connect and Communicate with Andy Bounds

To make connections that work, it’s not what you say that counts. What matters is what people do differently after you’ve said it. Andy Bounds is famous for his training, his books, his Tuesday Tips, his ability to help people do what needs doing. Take a moment to learn something you can use.

Are you engaging? Don’t let your good work go to waste!

How do you get your story across? Insight can drive real benefits, but only when it is communicated effectively, and people want to hear it. That’s why many leaders say that engagement is the most useful skill you can develop as an analyst.

AI & Machine Learning: key applications for teams running customer operations

Artificial Intelligence (AI) has captured the imagination of the media, set boardrooms buzzing and sent stock markets bubbling. 2019 is talked about as the year when ideas give way to results. So, what will that mean in practice, for customer operations?

Consultancy delivers fast and effective results

We understand how our member organisations are under increasing pressure to deliver faster, better and cheaper results and we are ready as a team at The Forum to help you achieve exactly that.

Disrupting Insight

Over the last few years I’ve developed an unhealthy obsession with bringing business model disruption into everyday working scenarios. Particularly the concept of platforms for mass consumption. The basic idea, at a market level, is pretty simple: can you reinvent a business value chain by creating a direct connection of provider and customers while effectively turning your providers into customers too? Ok. I’ve just re-read that too and it’s not an easy sentence to follow so here is an example that I like to use.

Be your Personal Best: How I conquered Mount Elbrus

Read Dee Chapman's account of her expedietion to climb the highest montain in Russia; Mount Elbrus

Are you making the most of your apprenticeship levy?

It’s been reported for a while that the apprenticeship levy is not reaping the rewards it set out to when introduced in 2017.

Be Your Personal Best

Personal Bests are important for athletes, whether amateur or professional. These provide a benchmark for comparison and instant feedback for future adjustments to training. Ultimately, we need to track how we perform so we can track our progress. Unfortunately, performance cultures can be negative (always falling short of targets), unhealthy (causing stress, anxiety and burn-out) and therefore not sustainable cultures. So how can we balance the need to understand performance versus a negative short-term focus?

Being your personal best with Standards Benchmarking

Its been an exciting year for the Standards Benchmarking programme with a diverse range of organisations being peer assessed to provide a bespoke roadmap of improvement. We also recognised three organisations at this Customer Strategy & Planning conference for demonstrating best-in-class for Planning. In addition, we now have accredited the first organisation from the Data, Analytics & Insight Standards.

Customer Insight: how do we truly listen to our customers?

Customers can determine if we achieve our goals. Do they choose to contact us or not? On which channel? Do they join us? Stay? Leave? Become fans? Give us poor reviews? Buy more? Or Less? If we want to drive improvements, then listening to our customers is key.

Dashboards: displaying data so it motivates and empowers

There’s so much you can do with very small changes. Take a quick look at the two dashboards below. They display the same data but in different ways and as Bob Stella shows, they can lead to very different outcomes and behaviours

Analytics Keynote

Learn from success with analytics from Homeserve, see how it helps provide 'effortless service', driving improvements in IVR & web deflection. Hear from our panel of experts how to release potential.

Agent Engagement: How to Nail It

There is plenty of evidence that happy agents mean happy customers and staff turnover hurts the bottom line by thousands of pounds. Gain top tips in this short popular conference presentation

Growth Mindset

A blog written by Bob Stella, L&G about fixed and growth mindsets. This thought provoking blog also gives tips in taking control of your mindset.

Data Rigour: Geeks & Pyramids

As the explosion of available data seems to show no sign of abating, this month we look at ways we can prepare our organisations to make valuable fact based decisions – by exploring some of the common decision making pitfalls and how we can mitigate them.

Erlang for Excel

Get an add-on for Excel to help with staffing calculations. Phil Anderson gives some top tips on using it.

10 things I learned from Star Wars

With our Professional Development month starting on the 1st August I thought this was a great opportunity to reflect on my own learning. I realised that most of the things that have stuck with me are the things I learned between the ages of 5 & 8. 

Date Published: 27/07/2016

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