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.
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Free Webinar:Can Contact Centres ever become an employer of choice? in partnership with QStory

Watch at your own pace

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.

Free Webinar: Winning Employee Engagement In Times Of Uncertainty! with Centrical

Watch at your own pace

We are operating in very stressful and uncertain times. State of turmoil, the cost of living keeps rising and companies are under pressure as the economy is in turmoil.
How are these issues affecting employees?  Companies continue to hear discontent as employees struggle -- feeling underpaid, undervalued, over-worked, and stressed.
And even with all this uncertainty, companies are still struggling with attracting and retaining quality employees. Therefore, we need to focus on the employee experience more than ever.

Questions to consider for annual leave

As the world reboots after the firm reset of the Pandemic, we have the opportunity to revisit, redefine and reshape how we have done things. 2020 was a strange year, especially for annual leave, as lockdown restrictions changed how we used annual leave and the Government stating leave can be carried over, firmly “kicking the can” down the road, to give us a problem for another day (or year).

Liquorice Consistents – Does somebody at Bassetts not like me?

At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.

Your Moment of Truth: confident to succeed

For our 22nd year, we focus on the opportunity we have, as professionals, to drive successful improvements, whether in planning, insight, or customer experience. This Best Practice theme for 2022 represents the next stage of this coming of age for our professional disciplines.

So, we invite you to consider your moments of truth. What makes you confident to succeed?

Keynote: Professionalism & Learning

Originally broadcast Wednesday 13th April 2022, 09:30

Hear from Lucy O'SheaHoist Finance a member of our Leaders of the Future programme, and the Forum team on how to gain the confidence to move ahead and move up. 

Technology Showcase: Centrical

Originally broadcast Thursday 7th April 2022, 12:30

Webhelp & Centrical – WEM’s Moment of Truth?  Transformation leaders from Webhelp will share how they’re redefining their CX operating model, leveraging real-time performance management, advanced gamification, and microlearning to engage employees and push the limits of performance with Centrical. 

Free Webinar: Breakdown to Breakthrough with Rising Vibe

Watch at your own pace

Goals, targets, outcomes and objectives are important. Having a focus and something to aim for is motivating for most people. However according to research 98% of us will die without fulfilling our dreams* and only 8% of people achieve their goals.**
 
So why is this? Based on our experience working with many individuals, and entire organisations, it’s all about trying to do too much too quickly. Baby stepping might not be as sexy as a quantum leap, however it is a sure way to move forwards.
 
In this webinar we will explore:
 - The difference between a baby step and a quantum leap
 - The impact of negativity bias on our motivation
 - The 4 steps to define the perfect baby step outcome
 - How to breakdown our barriers to breakthrough and move forwards using the Rising Vibrational Scale
 
*Wealth Research Group **University of Scranton

Free Webinar: Agent Mental Health: How Behavioural Data Science Can Improve Wellbeing in partnership with Sabio

Hosted on 10th February 2022

Phil Anderson, Director at The Forum will be joined by Scott Budding from Sabio and Phoebe Asquith of People Matter to discuss the importance of monitoring and supporting the mental health of contact centre agents.

This session will focus on how psycho-social research has presented new ways for us to surface tailored insights and understand root causes of poor mental health. 

Free Webinar The Changing Interdependencies within Contact Centre Stakeholders with NICE Systems

Hosted 3rd February 2022

Customer + Colleague + Corporate - The Changing Interdependencies within Contact Centre Stakeholders

Customer + Colleague + Corporate: Over time, each of these constituent parts of the contact centre ecosystem have traded focus. We are now in an age where colleagues and staff are seen as the key component to success. The "Great Resignation" is being driven by a highly competitive job market, with organisations competing for staff. What can contact centre managers to do combat this?

 - Drive up employee engagement
 - Offer effective development plans for staff
 - Understand and map out the Employee Journey
 - New definition of Hybrid Working
 - What role does WFM play?

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