Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Interactive Keynote: Davies

Originally broadcast Monday 9th October, 12:30

Generative AI and the Contact Centre Experience
Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.

Keynote: The Value of Community

In this opening keynote, The Forum team members will discuss the importance of community.

Originally broadcast Monday 9th October, 09:30

In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.

How to become a true brand guardian

Uncover opportunities to raise customers’ experience of your brand and focus on what matters most. Ed Creasey charts the major new insights from Calabrio’s latest research.

Releasing potential in technology: make it work for customers & colleagues

Investment is huge but benefits only flow when our operating models and processes are re-designed to be data driven, and the human connection is concentrated where it’s most valued. As Chris Rainsforth reveals, digital transformation requires operational excellence. So how do we step up as professionals in planning, insight, knowledge sharing and quality control?

Categories: Library, Operational Improvement

Partner Article: Rethinking hybrid work: Why we need an individualised approach for the long run

Matt Rumins, European Head of Customer Success at Intradiem

The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work.

That’s what hybrid work was supposed to be. What it has actually turned out to be is a juggling act of multiple workplaces and no particular place to hang your hat. Working hybrid means constantly dealing with poor in-person office work conditions, frustrating commutes and a tax on workers’ mental health, among other concerns.

Categories: Library, Partner News

Adaptive choice and the impact on life beyond work

Flexibility is one of the main reasons for contact centre productivity, but sometimes too much choice is a bad thing. Graeme Gabriel and David Kay explore how we can manage choice in scheduling so that it works for our people. This is adaptive choice.

Categories: Library

Member Resources & Library

Categories

In this opening keynote, The Forum team members will discuss the importance of community.

Matt Rumins, European Head of Customer Success at Intradiem