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.
If you do not have the access you expect or if you need help with your password, please email advice@theforum.social.

Free Webinar: Learning from the 2022 Finalists

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Learning from others is at the centre of our ethos. Each year our members share their stories across Planning, Insight, Quality, Knowledge Management, Partnership and Innovation. Learning how other approach challenges along with the solution they choose, as well as don’t choose helps us to make better decision and less mistakes. This webinar will:
 - Showcase the winners from the 2022 Awards and identify key trends and challenges
 - Help you to become more effective in your role
 - Learn how to access over 100 inspiring case studies

Free Webinar: More than the Great Resignation in partnership with Davies

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The continued challenge of recruitment and retention is nothing new for the contact centre industry, with increasing levels of staff turnover and the challenge of retaining knowledge. The potential impact on costs, service and customer experience are clear – but what are the underlying reasons for this and what should organisations be doing to tackle this problem head on?
 
A broad range of initiatives are being adopted, some of which previously may have been restricted to start-up and high-tech organisations. Unfortunately, there isn’t a “one size fits all” silver bullet and the broadening chase for talent means that a range of dimensions needs to be continually reviewed and addressed.

Join Philip Michell, Consulting Director at Davies on the 08 September for The Forum’s webinar, as he reveals insights into the issues and explores the underlying reasons why the “Great Resignation” is impacting contact centre teams disproportionately, and what employers should be doing to address these reasons to return to stability.

Free Webinar:Can Contact Centres ever become an employer of choice? in partnership with QStory

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Dave Vernon, Director at The Forum is joined by Nerys Corfield, Injection Consulting & Rhea Hall-Spencer, QStory for a lively and informative chat about why contact centres are failing their agents.
 
Staff turnover in contact centres is up to double the national average. Their reputation for being inflexible and unrewarding places to work not only has an impact on recruitment and retention but also on customers. Companies need to create environments where agents can thrive, and they need to do it now.
 
We will discuss how a focus on engagement, enablement and empowerment of agents, supported by technology can be a game-changer for your business.

Partner Article: OVO Energy Aims To Boost Team Engagement and Career Development with Centrical

Centrical is pleased to announce that OVO Energy, the UK’s third largest energy supplier, has chosen Centrical to support team engagement, and to deliver personalised learning and development pathways across their customer care operations. 

The Inner Circle Guide to Cloud-Based Contact Centre Solutions

Detailed Answers to Common Cloud Questions from Leading Solution Providers

Free Webinar: The behavioural science of turning insights to action in partnership with Sabio

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We are not short of data when it comes to managing contact centres. But how do we best translate data into action? What do we really mean by insights? And how do we embed the right behaviours within our teams? Join this session to learn about the power of people data and how to best drive ownership and change within your teams

Partner Article: Electric car subscription service Onto partners with Business Systems to transform the customer experience

The partnership will improve agent engagement and provide an effortless service for outstanding customer experience.

Free Webinar: Winning Employee Engagement In Times Of Uncertainty! with Centrical

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We are operating in very stressful and uncertain times. State of turmoil, the cost of living keeps rising and companies are under pressure as the economy is in turmoil.
How are these issues affecting employees?  Companies continue to hear discontent as employees struggle -- feeling underpaid, undervalued, over-worked, and stressed.
And even with all this uncertainty, companies are still struggling with attracting and retaining quality employees. Therefore, we need to focus on the employee experience more than ever.

Partner Article: The Forum - Optimising Healthcare Contact Centre Operations - 4 Ways

In today's day and age, a negative customer experience can make or break an organisation's reputation. Delivering a good customer experience is now pivotal to how customers perceive a brand, and this is only intensified when operating within the healthcare space. 

Alvaria Accelerate ‘22 Virtual Experience

Accelerate ‘22 is the fastest way to access Alvaria resources including updates on the product roadmap, executive perspective thought leadership sessions, tips and tricks, success stories, use cases, company announcements and more.  

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