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: Best Practice Guide Review

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Let’s focus on the opportunity we have, as professionals, to drive improvement, whether in Planning, Insight or Customer Experience. Published earlier this year the 2022 Best Practice guide continues to be the Knowledge Management of thought leadership for the industry. This webinar will:
 - Introduce you to the key themes and trends to help you to be prepared for anything
 - Hear from members as they describe what they’ve learned form this year guide
 - Learn how to access a goldmine of content and be confident to succeed

Partner Article: eGain named a Representative Vendor in the 2022 Gartner® Market Guide for Customer Service Knowledge Management Systems

Sunnyvale, CA (October 3, 2022): eGain Corporation (NASDAQ: EGAN), the leading knowledge management platform provider for customer engagement automation, today announced that it has been named in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems. 

Free Webinar: What are brand guardians and why are they important? In partnership with Calabrio

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The vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.  Today, improving the customer experience (CX) is top of the business agenda and the role of contact centres is transforming – with agents starring as brand guardians. Train agents, and treat them well so they become your greatest assets with the power to influence the overall perception of your organisation, enhance customer loyalty and boost profits.  

Join us for an interactive discussion as we explore the importance of brand guardianship. Pick up a few tips and techniques: 

- How do you build a culture of brand guardianship?
- What qualities make a good brand guardian?
- What can managers do to recruit and nurture their brand saviours?

Sharing the latest research from across the UK, US, DACH, and Nordics, Ed Creasey from Calabrio will look at how agent stress, omnichannel assumptions, and data silos are just some of the factors eroding the brand experience and what you can do today to change that.

Free Webinar: What is happening with Contact Centre Employee Performance? In partnership with Centrical

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In these uncertain times, employee engagement is crucial. Hiring is becoming difficult and the cost of turnover is growing. How are contact centre leaders dealing with engaging their workforce? Chris Rainsforth and Ian Chappell will discuss the Centrical report “The Reality of Contact Centre Employee Performance” (based on the responses of 241 contact centre leaders).
 
To grow employee engagement, 64.7% of respondents plan to increase compensation and benefits, with scheduling flexibility (54.8%) and improving manager communications (56.4%) identified as key focus areas.
 
Uncover insights and advice on what industry leaders plan to do to ensure their employees are engaged and performing well:
 - Tracking and improving employee engagement
 - Key focus areas to enhance the employee experience
 - Top worker management priorities in the contact centre
 

Free Webinar: Budgeting

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How to create an enjoyable budget process in 3 easy steps! It may take a few extra steps, however we need to start working towards an ongoing, collaborative budget cycle which drive accountability and shared responsibility. This webinar will:
 - Look at different approaches to budget and how these can be used to gain different perspectives
 - Focus on what matters and understand the difference between diagnostic measures and targets
 - Create a “Best-in-class” budget process which is enjoyable!

Free Webinar: Sickness, Presenteeism and Shrinkage

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Wouldn’t it be great if we all understood Shrinkage! The 3A’s of Absence, Attrition and Annual Leave will remain problems until we truly understand these and learn how be manage and plan more effectively. In addition, we now have Presenteeism to add another layer of complexity. Fortunately, this webinar will:
 - Explain and define these commonly used terms to gain a shared understanding
 - Introduce the Shrinkage Wheel to effectively benchmark and deepen understanding
 - Become more confident in setting and describing these key assumptions

Free Webinar:‘3 is the magic number’ Top tips for improving your Quality Assurance programme in partnership with BPA Quality

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BPA Quality share their Top 3 tips for improving your Quality Assurance programme.  Hear from BPA’s Pete Dunn & Martin Teasdale as they join The Forum’s Chris Rainsforth to discuss three critical ways that will deliver immeasurable improvement to your QA Process. This interactive session will give you new thinking and approaches that you can apply in your organisation today!

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.

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