Originally broadcast Tuesday 15th November 2022, 12:30

The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw Jones, Workforce Management Guru at Verint.

Originally broadcast Monday 14th November 2022, 09:30

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

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.

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).

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?