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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?

Technology Showcase: QStory

Originally broadcast Wednesday 13th April 2022, 12:30

In a live session of Dear Dave, David Preece from QStory will answer real-life questions and show how IDA and QStory’s latest features make Real-Time teams’ lives easier

Technology Showcase: Calabrio

Originally broadcast Tuesday 12th April 2022, 12:30

Workforce Wellbeing Recovery Toolkit: Practical strategies & resources to turn workforce wellbeing into your competitive advantage with Calabrio.

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. 

Technology Showcase: NICE

Originally broadcast Tuesday 5th April 2022, 12:30

Agents are now used to flexibility in every aspect of their lives, they can choose when to do their banking, catch up on box sets and even play games. We need to reflect this flexibility and customization in the work place.

Keynote: Your Moment of Truth

Originally broadcast Monday 4th April 2022, 09:30

Confident to Succeed Every day we practice living versus an ever-changing world and environment. Those who strive to learn and improve can adapt better. Those who are contempt with how they are or refuse to accept the changes around them will find it hard to catch-up as the change required to survive and thrive becomes bigger.

Free Webinar: How NatWest has transformed contact centre productivity & adherence whilst improving colleague engagement at scale with QStory

8th March 2022, 12pm

NatWest has been live with QStory, the pioneers of intraday automation for 12 months. The initial roll out was to 2,500 agents in Customer Contact. Other departments rapidly came on board, taking the total deployment to 4,000 agents.
 
Hear how this implementation has helped to;
 - Deliver the NatWest colleague agenda and associated cultural change
 - Enable the reinvestment of time back into agent professional development and engagement
 - Transform productivity and schedule adherence

Free Webinar: Key Industry Trends in 2022 - The 3As

Hosted by Phil Anderson on 17th February 2022

Attrition, Attraction and Absence will be on going challenges during 2022. With a continued uncertainty around COVID and an indecision on what hybrid working really means, a number of problems will be experienced due the “3-A’s”.

  • Understand how to control your attrition and benchmark against the industry.
  • Develop an attraction strategy, helping to develop careers.
  • Learn how to manage absence to reduce the impact of Pandemic related sickness.

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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