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: The Forum - Optimising Healthcare Contact Centre Operations - 4 Ways

In today's day and age, a negative customer experience can make or break an organisation's reputation. Delivering a good customer experience is now pivotal to how customers perceive a brand, and this is only intensified when operating within the healthcare space. 

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.

Alvaria Accelerate ‘22 Virtual Experience

Accelerate ‘22 is the fastest way to access Alvaria resources including updates on the product roadmap, executive perspective thought leadership sessions, tips and tricks, success stories, use cases, company announcements and more.  

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.

Partner Article: Revolutionising CX with Next Generation Cloud Technology

Following the pandemic, the definition of customer experience has been redefined. They expect outstanding service using the channels they prefer (voice, video, text, chat, etc.), with agents who are knowledgeable and empowered to problem-solve quickly. At the same time, work-from-anywhere trends have created new opportunities and challenges in delivering exceptional customer experience.  

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.

Your Moment of Truth: confident to succeed

For our 22nd year, we focus on the opportunity we have, as professionals, to drive successful improvements, whether in planning, insight, or customer experience. This Best Practice theme for 2022 represents the next stage of this coming of age for our professional disciplines.

So, we invite you to consider your moments of truth. What makes you confident to succeed?

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