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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The 2023 Back Office Conundrum

Join Corporate Modelling Services on our Webinar, as Alex Allen and Paul Barrow delve into the challenges faced by back-office and operational teams across multiple service industries in 2023.

Flexibility, personal choice and the value of time

We need new workforce strategies to drive a change in culture, deliver more flexible ways of working and offer more opportunity for people to learn and progress. Phil Anderson describes how to approach the 8 Key Considerations and use Playbooks to design a new joined-up approach that attracts, motivates and releases the potential of our people.

Are you an employer of choice?

See what contact centre agents are looking for in employers. Filling vacancies used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case.

Reversing a decline in customer satisfaction can unlock productivity gains for business

With economic conditions tight and a possible recession looming, every customer purchase decision matters to businesses. Whatever sector you’re in, there are many facets to enticing customers to buy – quality, value for money, convenience – but one of the key ingredients is customer service.  From Jo Causon, CEO at The Institute of Customer Services.

Business is a cooperative game

The ‘best people’ is a bad idea that refuses to die. Whilst the logic of a ‘best people’ strategy is seductive, the outcome is poor. So instead create the ‘best systems’ and build culture, explains James Lawther.
 
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Categories: Library

Learning from the 2023 Awards

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The Forum is always looking for new and inspirational examples of organisations, teams and people raising standards and this year’s awards again demonstrated best-in-class examples of organisation innovation & transformation. This webinar will help you to learn more about the awards programme, including how to access the 68-short-listed finalists stories and hearing from the judges who supported the programme. As a learning organisation our responsibility is to make learning easy for you, and these award case studies provide practical ideas and solutions alongside their inspiring stories.
 
The 2024 Awards submission is open now, so why not get involved? Hear from this years participants on what it is like to be a finalist and what is involved in the process, alongside hearing what its like to be a judge.

How to share bad news

What happens when analysis says we are going to fail to achieve our goals no matter what we do? Ian Robertson shares insight from the Predictive Analysis Network about the costs of unrealistic targets.
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Categories: Library

Partner Article: EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement

Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes

Partner Article: Revolutionising Customer Service Capacity Planning with Advanced Technologies

Revolutionising Customer Service Capacity Planning with Advanced Technologies

By Paul Milloy, Business Consultant at Intradiem

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Categories: Library

Free Webinar: Create change with a Leap Of Faith – Rising Vibe

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A Leap Of Faith is an act of believing in or attempting something whose existence or outcome cannot be proven or known.

So much of the work we do with our clients around culture change requires a leap of faith. Without taking action, 'giving it a go', doing something differently or experimenting with a 'new way', NOTHING changes. Let me repeat this NOTHING changes. Yet the majority of human beings need some kind of 'proof' that it will all work out BEFORE they are prepared to take 'that action'.

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