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: Employee Engagement is more than just a fad in partnership with Genesys

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Tips to make your customer and employee experience strategy more effective.
 
Employee Engagement isn’t just a phase, although the recent cost-of-living crisis may have taken the focus away from Covid, businesses that have embraced Workforce Engagement Management (WEM) continue to realise the positive impact on frontline colleagues, see a reduction in employee and customer churn and greater insight into customer journeys, making the operation efficient but not at the cost to the employee. In this session we will hear real life customer stories and industry insight from The Forum and Genesys.
 
We will discuss and share;
 - The importance on Employee Engagement and the positive benefits it brings – lower attrition, improved performance, lower shrinkage, more profitability, better CX
 - How WEM supports and drives Employee Engagement – native, fully integrated, single pane of glass sharing employee and customer insights reduces technology fatigue for frontline colleagues.
 - Employee Engagement accelerated when Covid hit, new challenges include the current cost-of-living crisis. Organisations, more than ever, need to balance astute commercial decisions on agile technology that continue to offer leading CX and EX.

Free Webinar: 2023 Best Practice Programme

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On the 31st January The Forum will be launching our 2023 best practice programme, which includes: virtual networking, learning from our award finalists, our customer strategy & planning conference, along with the community connection conference later in the year.

For those who follow The Forum, you will know that each year we reframe our thinking with an annual theme.

This year’s theme is designed to frame our thinking around the importance of numbers, people and relationships. When these come together, we are energised to drive action, bring the best out on each other and have the courage to innovate and improve. We are only as strong as the weakest link, fortunately almost 25-years of raising standards means our collective strength and health has never been better.

Join us for another year of improving, growing as a person and professional feel the value of the community.

Free Webinar: The Looming Contact Centre Agent Experience Crisis: Understand, Avoid, and Ascend in partnership with eGain

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Agent experience (AX) and well-being are among the top priorities in contact centres, but did you know that they are in danger of slipping into a crisis because of the lack of modern knowledge tools in the agent desktop?
At this webinar, you will:
 - Learn from the horse's mouth (i.e., from agents themselves) what they are saying about their experience and how you can avoid the crisis with modern knowledge
 - Review the findings from a unique, agent-only survey, conducted by BenchmarkPortal, a leading contact centre benchmarking organisation
 - Learn what modern knowledge is and what it can do for AX (agent experience) and CX (customer experience). With Modern knowledge, you won't need to train agents endlessly on how to navigate customer conversations or have them read through voluminous documents and figure out an answer when the customer is on the line!

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 

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).

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.

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.

Opening Keynote

Originally broadcast Monday 14th November 2022, 09:30

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

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
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