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Originally broadcast Wednesday 17th May 2023, 12:30
One Workforce. The Future of Customer Contact? Join this fascinating session with Verint as we explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility. 45mins
Categories: Library, Planning & Resourcing, 2023 CSP Videos
Originally broadcast Tuesday 16th May 2023, 15:15
Join Chris Rainsforth and Chris Mounce from EvaluAgent for a discussion on the ever increasing presence of AI and the place it has in Quality Assurance.
Categories: Library, Operational Improvement, Digital & Omni-Channel, 2023 CSP Videos
Originally broadcast Tuesday 16th May 2023, 13:15
Forecasting and AI working together to drive Accuracy. Join Colin and Graeme from NICE as they will be demonstrating the role of data and AI in the forecasting process, and how it drives improved accuracy.
Categories: Library, Planning & Resourcing, Data, Analytics & Insight, Digital & Omni-Channel, 2023 CSP Videos
Originally broadcast Monday 15th May 2023, 13:15
Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, 2023 CSP Videos
Originally broadcast Monday 15th May 2023, 12:30
WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.
Categories: Library, Planning & Resourcing, Operational Improvement, Strategy & Leadership, Learning & Development, 2023 CSP Videos
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.
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2023 CSP Videos
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.
Categories: Library, Planning & Resourcing
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.
Categories: On-Demand Webinar Recording, Library, Planning & Resourcing
Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel