Member Resources & Library

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Technology Showcase: Calabrio

Originally broadcast Tuesday 2nd November 2021, 12:30

Ed Creasey discusses how the potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era. 

Keynote: Agent Wellbeing & Mental Health

Originally broadcast Monday 1st November 2021, 13:15

 Join Sabio as we explore the #1 megatrend in the customer experience industry that nobody is talking about. 

Technology Showcase: QStory

Originally broadcast Monday 1st November 2021, 12:30

David Preece talks about why Agility is the only defence your Contact Centre has against volatility and why Intraday Automation is the key to achieving it.

Keynote: Real Time

Originally broadcast Monday 1st November 2021, 10:30

Paddy Coleman, hear from the founder of QStory, his journey into planning and driving innovation with Real-Time automation

Keynote: Unlocking Opportunities

Originally broadcast Monday 1st November 2021, 09:30

How has our thinking changed during 2021? Phil Anderson and Dave Vernon, Directors at The Forum will explore the ever-changing business environment and the different approaches being taken to drive forward with improvements.

Free Webinar: Planning For Covid Series 3 Understanding our customer

26th October 2021, 12pm

Understanding our customer. Historical seasonality and demand profiles have changed making forecasting harder than ever. How can we identify short-term changes to long-term trends? 
 - Understand the current top challenges from across the industry.
 - Hear how different organisations are approaching these with new and innovating ideas.

Free Webinar: Contrasting worlds at British Gas before and after the implementation of ‘Intelligent Automation’ from Intradiem

Hosted on 21st October 2021

Hear from Matt Rumins (Intradiem) and Scott Watkin (British Gas) as they reflect on the current challenges being faced by real time and planning teams and what a tough environment it is to operate in. Featuring the contrasting worlds of operating before and after the implementation of ‘Intelligent Automation’ from Intradiem, Scott & Matt will explain what life was like before features like real time task management, flex staffing, call handling support and dynamic coaching were available and cover some of the key benefits these are now bringing to agents, team leaders and planning teams. 

Partner Article: Boost Productivity and Motivate Agenda

Find out how Alvaria is helping enterprise contact centres reimagine the employee experience, 16 –17 November at Call & Contact Centre Expo, Europe’s leading call and contact centre event, at booth # CC-AJ44. 

Standards and Business Accreditation

The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.

Free Webinar: How your business can fight back against volatile demand. Sponsored by QStory

Hosted on 30th September 2021

Traditional forecast models and techniques have been undermined by changes in customer behaviour as a result of the pandemic which have made demand levels increasingly volatile. Instead of being a cause for concern, is this an opportunity for Planning teams everywhere to change their focus?  Is it time that the focus was placed on flexibility and the ability to respond to volatility? In this webinar, David Preece from QStory and Dave Vernon Director at The Forum will discuss the drive for accuracy vs the drive for agility and highlight the key role that Intraday Automation can play in helping planners to adapt to 'the new different'.

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