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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Conference Endnote

Originally broadcast Friday 5th November 2021, 09:30

Learn how to invest your time wisely to help you spend time on the things that matter the most. Doing something different on a daily basis.

Keynote: Investing in People & Technology

Originally broadcast Tuesday 2nd November 2021, 14:15

Mark Brown of Virgin Media and Paul Milloy of Intradiem discuss how investing in people and technology is the key to the future of Customer Service. 

Keynote: Agent Wellbeing & Mental Health

Originally broadcast Monday 1st November 2021, 13:15

 Join Sabio as we explore the #1 megatrend in the customer experience industry that nobody is talking about. 

Keynote: Unlocking Opportunities

Originally broadcast Monday 1st November 2021, 09:30

How has our thinking changed during 2021? Phil Anderson and Dave Vernon, Directors at The Forum will explore the ever-changing business environment and the different approaches being taken to drive forward with improvements.

Standards and Business Accreditation

The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.

Free Webinar: Planning For Covid Series 3 What are the top challenges organisations face right now?

Hosted by Phil Anderson

The Planning for Covid-19 series 3 will again share real-life examples of the challenges along with practical ideas to limit the impact and even prevent these from happening.
 - Understand the current top challenges from across the industry.
 - Hear how different organisations are approaching these with new and innovating ideas.

Keynote: Returning to Work

Originally broadcast Wednesday 28th April 2021, 14:15

The past 12 months have been rocked by disruption; and with lockdown lifting, what are the important factors and considerations you should take into account when planning for your teams to return to the office? Join Chris Haggis, Chief Operating Officer at Sabio as he shares Sabio’s plans and provides his insights into the challenges, research, attitudes, safety protocols, systems/processes and long-term plans you should be thinking about.

Keynote: Unlocking Opportunities

Originally broadcast Monday 26th April. 2021, 09:30

Hear from Phil Anderson, Director at The Forum with the conference opening keynote. Understand how disruption can pave the way for new opportunities and how you can become key to unlocking change and development.

Conference Endnote

Originally broadcast Friday 4th December 2020, 09:15

Positive habits for a successful career With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.

Technology Showcase: Calabrio

Originally broadcast Friday 2nd October 2020, 12:30

The State of the Contact Centre: Embracing the Evolving World of Work Join Ed Creasey, Director of Pre-Sales for Calabrio, as we explore how leading contact centres are turning disruption to their advantage. From the rapid increase in importance of the contact centre, to changes in demands from employees and customers, we will be envisioning the contact centre of the future. Join us to discuss tangible ways to embrace this evolving world of work.

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