Strength in Numbers
The Value of Community

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Keynote: Strength in Numbers

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them.

Originally broadcast Monday 15th May 2023, 09:30

Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.

Next generation shrinkage: understand the value of time

As planners do we see time away from the operation mainly as a cost to control? Instead, how could we analyse where each different area of shrinkage time is adding value? We need to look from the colleague as well as the customer and commercial point of view.

Dave Vernon explores how we can look at shrinkage as a value not a loss, and change how we think about shrinkage targets.

Next generation productivity: how operational playbooks & real-time automation help our people grow

Powerful member stories reveal a sea-change in empowering operational teams and developing the role of real-time in our new hybrid world. Alison Conaghan and Dave Vernon explore the operational end of the planning cycle.

Free Webinar: Strength in Numbers – Best practice for your planning function! in partnership with CCMA Ireland

4th May 2023, 12pm

Join Phil Anderson and Dave Vernon, Directors at The Forum for a lively discussion about:-
 - Preference and choice, an introduction to our 8 key considerations for a workforce strategy
 - Forecasting and shaping the future, how to create a strategy which offers the flexibility and agility to respond to changes, known and unknown.
 - The value of shrinkage and the power of playbooks – how to be more forward thinking and engage with your stakeholders.

Strength in numbers the value of community

We build strength when we focus on how we collaborate and who we do this with. When we bring together trusted data, analysis and insight alongside a group of people with a collective desire to improve, we can achieve greatness.

Free Webinar in partnership with NICE: KPIs and how they drive the narrative of performance

Watch at your own pace

In this session we will look at the relationship between KPIs and how they are influenced by the context that they are measured in. Join Graeme Gabriel, WFO Solutions Consultant from NICE and Phil Anderson Director at The Forum for a lively and interesting discussion touching on;

- KPI Interdependence
- OKR to KPI
- Context is everything
- KPI Matrix

Partner Article: Occupancy, utilization, productivity: what’s the difference?

These familiar metrics are critical to managing every contact center. And it’s vital to take them into account properly within the workforce management process. The problem is, they all sound very similar and are sometimes confused with one another. Let’s examine them one by one.

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Free Webinar: 2023 Best Practice Programme

Watch at your own pace

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.

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