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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
Join Alvaria on 18th April at 4:00 PM BST for the webinar, Is Automation and AI Taking Over the Call Centre? Does the “Less Human” Approach Work with Your Customers?
Categories: Library, Partner News
Categories: Library, News & Events
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
Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight
Resilience 2.0 - In It Together ... the power of community, identity and control - Setting the scene - Agent Experience (AX) in the contact centre today. The cost of poor agent mental health and the opportunity for change. - Resilience as a team sport - the importance of creating an environment where agents can be their best. - The power of data in creating this environment - and in driving a systematic approach to wellbeing. - Key Takeaways - what can I do today?
Categories: On-Demand Webinar Recording, Library, Strategy & Leadership, Learning & Development