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Partner Article: Double success for Sensée at the 2021 Forum Awards

Work-from-home specialist Sensée has won an Innovation and Transformation Award for ‘Engaged Homeworking’ at the 2021 Forum Awards. The company also received a Highly Commended Partnership Award for its groundbreaking homeworking partnership with Bupa at the gala awards evening on Friday 23rd April.

365 Days Later....

Well, here we are in March 2021 and for those of us in the UK, this brings us to a significant milestone. We have been in lockdown (at various levels) for a whole 12 months, now. What an alarming and sobering thought that is. And I can assure you that no-one thought that this would be the case, no matter what the ‘I-told-you-so’ merchants say to the contrary.

Partner News: EBI.AI launches Community AI with cost-effective AI assistants for local councils

Coventry City Council is first to join the exclusive network for local councils overwhelmed with calls about bins, Council Tax and Covid

Partner News: Using automated analytics to identify contact centre issues and solutions in turbulent times

New Calabrio ebook provides practical advice and strategies from 3 award-winning organisations

Partner Article: Overcoming Inertia

Moving to your Contact Centre to the cloud is easier and more critical than ever!

Partner News: Sensée named Small/Medium Outsourced Contact Centre of the Year at the 2020 Contact Centre Network Northern Ireland Awards

Sensée named Small/Medium Outsourced Contact Centre of the Year at the 2020 Contact Centre Network Northern Ireland Awards

Partner Article: AI – Enabled Contact Centre Analytics for Dummies

How much do you really know about AI-powered analytics? Have you really tapped into your Contact Centre Interactions, and the wealth of information they hold?

Partner Article: Watch On-Demand! Webinar - Enabling Flexible Working Practices

As organisations change their “Target Operating Models” post Covid, many are looking to challenge their current scheduling methodology (and advisor contracts) as they integrate some form of homeworking strategy into their business. 

Watch on-demand David Vernon’s presentation from The Forum’s National Conference - Enabling Flexible Working Practices.

Turn Customers into Fans with help from a CX Rockstar

The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times.

2021 Best Practice Programme

We have now launched our programme of activity for 2021, combining the very best of virtual and face-to-face to offer you a variety of ways of maximising your membership.

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. 

These can be accessed through your membership, or pay-as-you-go.

Partner Article: Look forward not back: 4 ways to future-proof your contact centre

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”. 

Partner News: Aspect Announces General Availability of Aspect Via® 20, Its World-Class Enterprise Cloud Contact Center Solution

The only fully-featured enterprise cloud contact center solution designed to meet the demands of large enterprises.

In 24-hour racing the team always comes first

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

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Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

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Customer Strategy & Planning 2021
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