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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Community Learning Keynote

Originally broadcast Friday 18th November 2022, 12:30

Hear from a Forum Hero and organisations who have taken a team approach to learning.

eGain Technology Showcase

Originally broadcast Thursday 17th November 2022, 12:30

Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience).

Workshop: Calibration

Originally broadcast Thursday 17th November 2022, 09:30

Calibration is a fundamental necessity of any Quality Assurance, development, and improvement process.  Hear from BPA Quality L&Q.

Davies Technology Showcase

Originally broadcast Wednesday 16th November 2022, 13:15

Tips for the successful selection and procurement of CX Technology CX technology alone rarely delivers the beneficial impact and financial returns promised – as successful adoption needs more than just a great technology solution. Hear from Davies Group.

Insight Keynote

Originally broadcast Wednesday 16th November 2022, 09:30

Hear from Rob Hanrahan, CEO of miPerform.

Verint Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw JonesWorkforce Management Guru at Verint.

NICE Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Psychology of Adaptive Choice Join Graeme and David from NICE, as they revisit The Psychology of adaptive choice, the challenge of offering our agents choice and empowerment over their schedule.

Calabrio Technology Showcase

Originally broadcast Monday 14th November 2022, 12:30

Are your agents empowered to be Brand Guardians? Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.

QStory Technology Showcase

Originally broadcast Monday 14th November 2022, 10:30

Hear from Gold Sponsors QStory as they showcase examples of how NatWest and Anglian Water are using Intraday Automation to transform the experience for agents, team leaders and planners. 

Opening Keynote

Originally broadcast Monday 14th November 2022, 09:30

Hear from Chris & Phil as they discuss the benefits of being prepared.

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