Strength in Numbers

The Value of Community

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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The future of insight

Aim for more signal, less noise, and make insights personal and relevant, like a fitness watch. If insight is the capacity to gain an accurate and deep understanding, how do we empower people to use this to make decisions and mistakes, and learn from these?

Categories: Library

The Power of One

Personalise performance improvement, by creating new ways for people to learn, progress and connect.

Ian Chappell shares five keys factors, that drive real, specific results and help people progress.

Categories: Library

Empowering advisors: how can technology support you?

How are advisors coping in today’s changing world? Huw Jones looks at how new approaches are evolved, both from advances in technology and with innovation driven by the curiosity of professionals exploring new ways of using systems they already have.

Categories: Library

Data & AI: game-changing opportunities?

Emerging technologies use data in new ways and many benefits flow from this. We can tap into new sources of insight. Automation can transform how we plan resources. So what are the opportunities? And how do we release this potential?

Categories: Library, Data, Analytics & Insight

Sensée and Bupa homeworking team named Outsourcer of the Year at the 2023 Northern Contact Centre Awards

Hammersmith, London. Sensée and Bupa are pleased to announce that their customer service homeworking team was named ‘Outsourced Contact Centre of the Year - Medium’ at the 2023 Northern Contact Centre Awards gala dinner on Friday night.

Categories: Library, News & Events

Endnote

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving.

Categories: Library, Learning & Development, 2023 CC Videos

Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Categories: Library, Data, Analytics & Insight, Digital & Omni-Channel, 2023 CC Videos

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Categories: Library, Data, Analytics & Insight, Digital & Omni-Channel, 2023 CC Videos

Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, 2023 CC Videos

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Categories: Library, Learning & Development, 2023 CC Videos

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