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.
If you do not have the access you expect or if you need help with your password, please email advice@theforum.social.

Partner Article: Occupancy, utilization, productivity: what’s the difference?

These familiar metrics are critical to managing every contact center. And it’s vital to take them into account properly within the workforce management process. The problem is, they all sound very similar and are sometimes confused with one another. Let’s examine them one by one.

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Partner Article: Call center attrition: why do staff leave - or stay?

Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.

Top intelligent automation trends to watch in 2023

By Paul Milloy, Business Consultant at Intradiem

With 2023 just around the corner, it is time to look at what the next 12 months might hold. It seems clear that some of the trends that emerged during the pandemic will continue to manifest. For example, hybrid working models have become deeply ingrained throughout society and the staffing challenges of recruiting and retaining the right people are unlikely to go away. However, there are other factors that will likely come to the fore in 2023 that may need automation technology investment to fix. 
Read more

Categories: Library

Partner Article: Sensée’s LiveDesk hybrid working collaboration application now available through the G-Cloud 13 Government Framework

Hammersmith, London. Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations.

Partner News: eGain Named as a Supplier on the Crown Commercial Services G-Cloud Framework

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 

Community Learning Keynote

Originally broadcast Friday 18th November 2022, 12:30

Hear from a Forum Hero and organisations who have taken a team approach to learning.

eGain Technology Showcase

Originally broadcast Thursday 17th November 2022, 12:30

Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience).

123468910Last