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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Free Webinar: Planning For Covid Series 3 What are the top challenges organisations face right now?

Hosted by Phil Anderson

The Planning for Covid-19 series 3 will again share real-life examples of the challenges along with practical ideas to limit the impact and even prevent these from happening.
 - Understand the current top challenges from across the industry.
 - Hear how different organisations are approaching these with new and innovating ideas.

Free Webinar: Contact & Call Centres Re-imagined - Planning Flexible Workplace Strategies for the traditionally non-flexible business. Sponsored by Anaplan

23rd September 2021, 12:00

Remote and hybrid work was historically seen as only for the lucky few, and certainly never for the likes of contact or call centre workers. That all changed when the pandemic sent all non-essential workers around the world home. It not only worked – many businesses saw productivity increases.  Twelve+ months later, with lessons learned, the question on many leaders’ minds for their business critical contact centres, is should we bring them back?

The right decision is not obvious, and must be anchored to the business goals and strategy. We will spend this session sharing approaches and highlighting some of the dependencies and variables to consider as you navigate the future of work for your organisation.

Why simplicity in contact centres matters in an era of complexity

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority.  That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification

Moment of Truth – The Forum Community App, live stream exclusive

The moment of truth; critical time for your workforce strategy and hybrid operating model. Strategy is about to become the reality as organisations look to introduce strategic Hybrid operating model at scale post the summer holidays which will have important consequences for the future.

Partner Article: Sensée Creates 500 New Work-from-Home Contact Centre Roles

Sensée, the work-from-home specialist, is creating 500 new permanent and temporary positions to meet the growing demand for homeworking staff.

The vacancies are for Customer Contact Advisors, Team Managers and back office staff to work for new and existing clients. Start dates are immediate.

Free Webinar - Critical Workforce Planning: Getting the Right Care to the Right Place at the Right time. Sponsored by Anaplan

24th June 2021, 15:00

How to Leverage Workforce Planning to Build Resilience and Organizational Agility 

To save lives and help people access appropriate care within 7 minutes across a 3,500 square miles area, 24/7 is no easy feat. It requires finely tuned operations that are accurately staffed and coordinated, whilst serving the community with optimal deployment of ambulances and paramedics. 

Join us on Thursday 24th June for a conversation with Steve West, Director of Planning and Performance Forecasting at South Central Ambulance Service (SCAS), on the growing importance of having a robust workforce plan to deliver safe and reliable care for patients. Hear how Connected Planning has improved SCAS’s ability to plan against the realities of the pandemic, and their ability to meet key KPIs.

During this webinar, you’ll discover how your organisation can become more agile by:
 - Building a planning model that links from the demand through to resource needs
 - Integrating models to see direct impact of extra demand, and 
 - Driving and improving everyday operations with continuous planning.

Free Webinar – Top Challenges contact centres face around scheduling & forecasting and how to overcome them. Sponsored by Business Systems

22nd June 2021, 12:00

Forecasting and scheduling accurately within a contact centre is key to a successful operation.

However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy, with these challenges ranging from hybrid working, historical data, agent engagement and the rise of digital channels. 

Join Phil Anderson, Director at The Forum, he will be discussing how contact centres can address their top scheduling and forecasting challenges with Scott Budding and Neil Draycott of Business Systems.

Our webinar will cover:
 - How to forecast with historical data which may be skewed 
 - Top tips on addressing a hybrid workforce in 2021 and beyond
 - Top tips on how to address employee wellbeing and agent engagement
 - How to position your contact centre with the transition to self-service and digital channels while providing an exceptional customer service

Conference Endnote

Originally broadcast Friday 30th April 2021, 09:30

Hear from Phil Anderson, Director at The Forum on moving from Impossible to Inevitable. This endnote will explore different ways to transform as a person, as a team and as an organisation. Take a closer look at key professional skills and hear from a panel of professionals who have all demonstrated how they are key to unlocking opportunities, several of them graduates from our Leadership Assisted Learning Pathway.

Workshop: Tactical Planning

Originally broadcast Thursday 29th April 2021, 15:15

Tactical Planning: performance expectations in the ‘new normal’ As we move into new ways of working, we will need to look at new ways of managing our people on the day. How are we going to monitor adherence? How are we going to update our playbook to take hybrid or homeworking into account? What factors do we need to take into account

Keynote: Investing in Real-Time

Originally broadcast Thursday 29th April 2021, 14:15

Hear from Jen Lee (Chief Strategy Officer) & Paul Milloy (Forefront Executive Council Chair) at Intradiem on how leading organisations are investing in real time capabilities to optimise customer channels, increasing support for agents and creating improved experiences with less effort by leveraging data and Intelligent Automation to deliver increased optimisation.

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