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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Partner Article: EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement

Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes

Partner Article: Revolutionising Customer Service Capacity Planning with Advanced Technologies

Revolutionising Customer Service Capacity Planning with Advanced Technologies

By Paul Milloy, Business Consultant at Intradiem

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Categories: Library

The behavioural science of turning insights to action

How do we translate data into action? The Sabio team explore ways to generate actionable insight and embed new behaviours in our operations.

Partner Article: The Contact Company Selects Calabrio WFM to Power BPO Operations

Calabrio, the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans. TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment. 

Forecasting in a volatile and uncertain world

The purpose of a forecast isn’t to predict the future, it is to prepare for it. A good forecast highlights the level of flexibility we need. This skill is vital as we face continuing waves of change.
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Partner Article: 7 tips for transitioning from fixed shifts to optimized schedules

The goal of workforce management (WFM) is to optimize the deployment of the most valuable - and costly - resource in every contact center: the employees.  That won’t happen unless you optimize the shifts of your employees. Yet we often see contact centers using old-fashioned fixed shifts and rotas even when they have a WFM system that enables more sophisticated scheduling. Why does that happen? Why is it a bad idea? And what is the best way to transition from fixed shifts to optimized schedules?

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Free webinar: Learn from our award-winning customers with Calabrio

Watch at your own pace

Calabrio customers swept The 2023 Forum Awards with 8 shortlisted and 4 wins, including the Department for Education and Hoover Candy who both picked up prestigious Planning awards. Join self-confessed WFO enthusiast and expert, Scott Budding, for a lively discussion on best practice from our award-winning customers, and live demonstration of the top capabilities of Calabrio's solution as voted by our users! 

How to be a great facilitator

We build strength in numbers when we collaborate and learn together. Good facilitation is a critical skill for all professionals, at any stage of their career.
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Partner Article: The Forum Webinar Operational Excellence Write Up

At a recent Strategy & Leadership discussion by The Forum, we focused on the theme “Strength in Numbers”, highlighting the crucial role of community and relationships in successfully navigating uncertainty - of which there has been an abundance of in recent times.

Be better together!

We are each unique, one of a kind, so we don’t experience events in the same way. Yet we live in a complex, nuanced world, where working together has never been more important. Dawn Wray shares insights from the world of psychotherapy to explore the things we can ‘do’ to ‘be’ better together.
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Categories: Library