Originally broadcast Monday 14th November 2022, 09:30

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

What are the key ingredients for a Outsource partnership? This webinar will explore the advantages of working with a strategic partner to support and help you realise your goals.
 - Hear how you can stay in control and drive even better results
 - Learn best practice principles to build a great partnership
 - Gain valuable insight into the advantages of outsourcing

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

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.

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!