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.

Free webinar: Harnessing AI & Automation For Seamless Customer Journeys Sponsored by Sabio

Hosted on 18th February 2021

Harnessing AI and automation for your customer journeys can do wonders. But how? Join us as we cover how you can fully harvest the ROI of technology: delivering better service and improving your operational efficiency. 18th February 2021 12.00.

According to Business Insider, everyone’s ‘freaking out’ about AI stealing jobs, while – according to new research – 46% of UK respondents actually still have no idea what AI is all about.

Harnessing AI and automation for your customer journeys can do wonders, offering a customer facing service 24/7, helping agents deliver a better service and improving operational efficiency. But in order to fully harvest the ROI of technology, companies must take the right approach, following a few simple steps.
Join Phil Anderson, Director at The Forum and Stu Dorman from Sabio as we highlight opportunities for automation and AI along the entire customer service journey. We will discuss the common pitfalls to avoid and some practical steps to identify their right place and role.

Free Webinar: 2021 Theme & Best Practice Programme Launch

Hosted on 27th Jan 2021 by Phil Anderson

Learn how The Forum can inspire and support you during 2021, making the most of your membership and the community of best practice. 

 - Learn about our theme for 2021 and the context and possibilities for the year ahead
 - Hear the shortlisted finalists for the 2021 Awards as they are announced
 - Find out about our Best Practice programme for 2021 and how to get involved for members and the wider community.

Free webinar: Simplified Workforce Management Sponsored by Eleveo

Hosted on 21st January 2021

Join Phil Anderson Director at The Forum & Dan Solomon & Liam Anderson of Eleveo, for a discussion on how we rethink the complexity of forecasting and scheduling to create a simplified and trusted plan which is understood by the business. Whether this is your first step into planning, or you are an experienced planning professional this webinar will be of interest. 

 - Understand key principles to forecasting and how to use these effectively
 - Simplified scheduling, providing choice and control for you advisors
 - How all levels in your organisation will benefit from a simpler approach to WFM
 - How to provide meaningful on-the-day insight
 

Free webinar: A journey worth taking sponsored by Business Systems

Hosted on 25th November 2020

It can be too easy to repair the mistakes that we see and not explore the reason behind these. This webinar will take a look at how clear business strategies along with right customer journeys support meaningful work and a respectful culture for employees.
 - Discover the benefits of understanding the customer journey
 - Set clear metrics to drive the right outcomes and behaviours
 - Become more efficient and drive continuous improvement
No one said this would be easy, but it is definitely possible

Free Webinar: The power of partnerships in association with Intradiem

Hosted on 5th November 2020

 - The power of partnerships: learn how to link Strategic Planning through to on-the-day planning, responding quickly to change and accelerating results
 - Strategic Planning, implementing the strategy creating the right operating model
 - Planning & analysis, day-to-day challenges becoming opportunities
 - Planning for wellbeing, creating meaningful work and a respectful culture

Free Webinar: How to motivate your team without mindreading Sponsored by Rising Vibe

Watch at your own pace

During challenging times, it is very easy to feel the pressure to ‘make other people feel better’. Unfortunately for all of us we can only control what we feel, not how anyone else feels. 

During this webinar we will explore how to challenge and support your team to:
 - Take responsibility to get their own needs met by raising awareness 
 - Take action to get their needs met to enable self-motivation 
 - Recognise how their needs impact their resilience levels 

Join us for this exciting session featuring Lou Banks, Director and Founder of Rising Vibe. Lou wants you to feel better to do better in business. She’s passionate about helping you get to grips with emotion, tackle thoughts and address feelings. Because when this happens it can have a huge impact on business performance.
 

Free Webinar: The Agents' Voice - hear what they have to say

Watch at you own pace

Research findings that will surprise you

QStory will share with you recently conducted research with Contact Centre agents to understand what really drives them, why they move jobs, what makes them happy, what they think makes the customer happy and why they want to stay with their employer.

Join QStory's COO Fiona Coleman and Customer Success Manager, Tony D'Cruze are joined by Marcus Hickman from Davies Hickman and special guest Martin Teasdale.

Free Webinar: Rethinking Operations Sponsored by Verint

Hosted on 15th October 2020

Rethinking Operations – why NOW is the time to build on your foundations

All customer operations have had to deal with significant challenges in 2020. Whilst as an industry we have responded well to the global situation, many organisations are still making do with inefficient processes, gaps in data and the disruptive consequences for people management.

This will become unsustainable as we move forward into 2021. Join this webinar to discuss and discover:

 - How becoming more proactive now can help create flexibility and success in the future
 - The real, key lessons from 2020 and how can we use this learning to build momentum for 2021 and beyond
 - What new skills are needed to ensure operational management practices engage our employees and empower our leaders

This must attend webinar, will cover best practices across the industry - as well as what to avoid.
 

Free Webinar: Join the Scheduling Revolution. Sponsored by NICE

Hosted on 23rd July 2020

In the new work-from-home era, contact centres are facing a paradigm shift in intraday management. Intraday contact centre activity has been dramatically disrupted, and the scheduling needs of agents, who are juggling work and personal responsibilities in the home, have been turned upside down. Amid ongoing change, contact centre managers who are also working remotely need to keep agent performance consistent throughout the day and ensure that staffing is optimised. 

Join our webinar to learn more about:
 - The root causes of the new work-from-home challenges.
 - The unique technologies and techniques that can solve these challenges in the contact centre.
 - New opportunities to improve performance and create more elastic intraday staffing in work-from-home models. 

Sue Bolt is an expert in workforce management, with extensive experience working at companies that include NICE, where she currently serves as a WFO solutions manager, in addition to Barclays and T-Mobile.   

Free Webinar: Micro scheduling, peak shaving and split shifts: Innovations in Planning and the homeworking operating model. Sponsored by Sensée

Hosted on 16th July 2020

The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.

In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts. As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.

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