Remote and hybrid work was historically seen as only for the lucky few, and certainly never for the likes of contact or call centre workers. That all changed when the pandemic sent all non-essential workers around the world home. It not only worked – many businesses saw productivity increases.  Twelve+ months later, with lessons learned, the question on many leaders’ minds for their business critical contact centres, is should we bring them back?

The right decision is not obvious, and must be anchored to the business goals and strategy. We will spend this session sharing approaches and highlighting some of the dependencies and variables to consider as you navigate the future of work for your organisation.

The moment of truth; critical time for your workforce strategy and hybrid operating model. Strategy is about to become the reality as organisations look to introduce strategic Hybrid operating model at scale post the summer holidays which will have important consequences for the future.

How to Leverage Workforce Planning to Build Resilience and Organizational Agility 

To save lives and help people access appropriate care within 7 minutes across a 3,500 square miles area, 24/7 is no easy feat. It requires finely tuned operations that are accurately staffed and coordinated, whilst serving the community with optimal deployment of ambulances and paramedics. 

Join us on Thursday 24th June for a conversation with Steve West, Director of Planning and Performance Forecasting at South Central Ambulance Service (SCAS), on the growing importance of having a robust workforce plan to deliver safe and reliable care for patients. Hear how Connected Planning has improved SCAS’s ability to plan against the realities of the pandemic, and their ability to meet key KPIs.

During this webinar, you’ll discover how your organisation can become more agile by:
 - Building a planning model that links from the demand through to resource needs
 - Integrating models to see direct impact of extra demand, and 
 - Driving and improving everyday operations with continuous planning.

Originally broadcast Friday 30th April 2021, 09:30

Hear from Phil Anderson, Director at The Forum on moving from Impossible to Inevitable. This endnote will explore different ways to transform as a person, as a team and as an organisation. Take a closer look at key professional skills and hear from a panel of professionals who have all demonstrated how they are key to unlocking opportunities, several of them graduates from our Leadership Assisted Learning Pathway.

Originally broadcast Thursday 29th April 2021, 14:15

Hear from Jen Lee (Chief Strategy Officer) & Paul Milloy (Forefront Executive Council Chair) at Intradiem on how leading organisations are investing in real time capabilities to optimise customer channels, increasing support for agents and creating improved experiences with less effort by leveraging data and Intelligent Automation to deliver increased optimisation.