How to Empower Your Employees Through Coaching

Discover how to elevate agent performance and transform customer experience using coaching &

real-time guidance. Join Nick Rowe from CallMiner to discover best practices for providing agents with immediate feedback, personalised coaching, and actionable insights to improve customer interactions on the spot.

Technology Showcase: Calabrio

Originally broadcast Tuesday 15th October 2024, 12:30

Join us for Calabrio's Tech Showcase, where Scott Budding from Calabrio will deliver a tailored, in-depth demo of the Calabrio ONE suite. Experience first-hand how Calabrio's latest innovations in AI-driven analytics, real-time insights, and intelligent automation will empower your organisation to deliver exceptional customer experiences while prioritising agent well-being. 45mins

Learning & Development with The Forum

Originally broadcast Monday 14th October 2024, 13:30

Hear from Chris and Dave, Directors at The Forum as they take you through some of the learning journeys of our members and how our cloud-based Learning Management System is enhancing the learner experience.

Panel Discussion: Standards Benchmarking

Originally broadcast Monday 14th October 2024, 12:30

Hear from members who have completed the Standards Benchmarking process to understand how they approached the self-assessment process and implemented change from their learning. 45mins

Opening Keynote - Shaping the Future

Originally broadcast Monday 14th October 2024, 10:30

This year we challenged you to Shape Your Future, but is the future already here?

Partner Article: How Do I Know If I Am Driving the Benefits of My Workforce Management Solution? 7 Key Indicators You’re On the Right Track

Implementing a workforce management (WFM) solution can transform your organisation's efficiency, productivity, and cost management.

However, to truly benefit from the system, it’s essential to assess whether the solution is delivering on its promises.

Here are some key indicators to determine if you're driving the benefits of your workforce management solution.

Categories: Partner News

Partner News: Calabrio Unveils Latest Innovations at C3 2024: Transforming Customer Contact Centres for the Future

Calabrio, the workforce performance company, this week announced a series of groundbreaking innovations at its C3 user conference. The annual event, including the ONE Awards, is known for bringing together industry leaders, customers and industry analysts, to feature the launch of new products, share insightful industry discussions, and recognise outstanding customers.

Categories: Library, Partner News

Consumer Duty: delivering the right outcomes

For many organisations Consumer Duty legislation is transforming the way we think about quality and customer service. Rather than thinking transactionally and breaking customer service into a series of tick boxes it focusses on customer outcomes.

Categories: Library

Partner News: Sabio Group Charts Course to Net-Zero & Sustainable Future

Sabio Group, the digital customer experience (CX) transformation services specialist, has today announced its ambitious commitment to achieving net-zero carbon emissions by 2050.
The pledge, made by CEO Andy Roberts, has been formally accepted by both the Science Based Target Initiative (SBTi) and the United Nations Global Compact (UNGC), marking a significant milestone in Sabio's sustainability journey.

Categories: Partner News

The modern contact centre has arrived

Make sure your agents don’t get left behind

Member Resources & Library

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