Forecasting isn’t just about predicting trends; it’s about preparing your business to thrive in a dynamic environment. As seasonal demand surges approach for many contact centres, operational readiness becomes essential for looking to stay efficient, agile, and adaptable.
 
In this webinar, in partnership with Calabrio and Business Systems, we’ll explore proven strategies for creating forecasts that not only anticipate customer needs but also drive operational alignment and flexible planning. Learn how to build scenario-based plans and deploy agile playbooks that allow your team to respond effectively to fluctuations in demand.

Carl Mills, Planning & Forecasting Specialist from Eurostar, and Jamie Airey from UK Power Networks will be joining Phil Anderson, CEO at The Forum, Scott Budding from Calabrio and Oli Stephens from Business Systems for this interesting and educational session.
 
This session will provide you with the tools to engage key stakeholders, set accurate expectations, and optimise performance, even in the face of volatility.

Join Shaunna Wilson at Business Systems, Scott Budding at Calabrio, and Jamie Airey at UK Power Networks to understand how UK Power Networks became leaders in their field in terms of supporting vulnerable customers. Discover how their use of technology, agent training and collaborative working helps lead to positive customer and business outcomes across all channels. 

 - Defining vulnerability and addressing the common challenges
 - Strategies for training and supporting contact centre advisors
 - Advice on innovative solutions and best practices for contact centre operations to build trust, loyalty and effective communication.
 - Q&A 

On the 24th January The Forum launched our 2024 best practice programme, which includes: virtual networking, learning from our award finalists, our spring customer strategy & planning conference, along with the summer & autumn conference later in the year.

For those who follow The Forum, you will know that each year we reframe our thinking with an annual theme.

Join us for another year of improving, growing as a person and professional feel the value of the community.

Join Louise Smith from Jet2 Holidays as she chats to QStory’s Nick Ashmore in this insight-packed 30 minute session
- From surviving to thriving – getting agent wellbeing right in a home working environment 
- Transforming the role of team leaders and creating new support departments
- How to move everyone to home working in 3 days
- Realising they had an absenteeism black hole and how they resolved it