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 see a message that says an article does not exist, try logging in to view it.
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Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 

How to thrive in a hybrid and digital world

Explore the factors to consider as you build new operating models and learn from the profound impact of the pandemic on knowledge sharing, social connection, working patterns and productivity assumptions.

Acquiring new technology? Learn how to steer clear of the biggest pitfalls

The traditional RFP process, commonly run by IT departments, brings you in far too late to actually make a difference. So take a look at the pitfalls to avoid and some tips on how to do it differently.

Digital transformation: we spread our wings when we engage customers

Too often technology doesn’t join up, to actually make life easy. Yet, if you do make your digital platform totally compelling, people will use it and love it! So what’s the secret? Paul Smedley looks at how we operationalise our strategies and the importance of planning.

Next generation customer contact: what do we need to do to be ready?

Ironically, the next generation is often about what is possible now, from a technology perspective, but not yet operationalised. That’s the challenge. Yet the waves of change, these past two years, have left more ‘in reach’ than we might have thought possible before. So, let us look at our part in becoming ready for customers who want to engage in new ways.

Questions to consider for annual leave

As the world reboots after the firm reset of the Pandemic, we have the opportunity to revisit, redefine and reshape how we have done things. 2020 was a strange year, especially for annual leave, as lockdown restrictions changed how we used annual leave and the Government stating leave can be carried over, firmly “kicking the can” down the road, to give us a problem for another day (or year).

Telling stories with numbers

What’s the most important part of our job? What do members of our Learning Academy find most useful? We may pride ourselves on specialist knowledge or technical skills, but if stakeholders don’t get what they need from us, and trust our analyses, we will just be ignored. Explore what members are finding in two powerful Accredited Learning Box Sets.

A focus on learning for the Quality Team at FIS WorldPay

Paul Smedley, Founder & Chair at The Forum was talking with Jacqui Spencer, then Head of Quality, at FIS/Worldpay.

Liquorice Consistents – Does somebody at Bassetts not like me?

At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.

Focus on learning: do something different everyday

The fast-changing workplace is a huge opportunity for us to become expert learners. If we stand still, we will find it hard to adapt. So we need to be highly skilled at learning along the way, not just in formal training or directed learning but with day-to-day learning habits.

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