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: Data, AI and automation will never replace humans. Fact

Matt Rumins, European Head of Customer Success at Intradiem, argues that while these technologies can empower humans, they neither can nor should ever replace them. 

Free Webinar: Resilience 2.0 - In It Together in partnership with Sabio

Watch at your own pace

Resilience 2.0 - In It Together ... the power of community, identity and control
 - Setting the scene - Agent Experience (AX) in the contact centre today.  The cost of poor agent mental health and the opportunity for change.
 - Resilience as a team sport - the importance of creating an environment where agents can be their best.
 - The power of data in creating this environment - and in driving a systematic approach to wellbeing.
 - Key Takeaways - what can I do today?

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.

Free webinar: Employee Engagement is more than just a fad in partnership with Genesys

Watch at your own pace

Tips to make your customer and employee experience strategy more effective.
 
Employee Engagement isn’t just a phase, although the recent cost-of-living crisis may have taken the focus away from Covid, businesses that have embraced Workforce Engagement Management (WEM) continue to realise the positive impact on frontline colleagues, see a reduction in employee and customer churn and greater insight into customer journeys, making the operation efficient but not at the cost to the employee. In this session we will hear real life customer stories and industry insight from The Forum and Genesys.
 
We will discuss and share;
 - The importance on Employee Engagement and the positive benefits it brings – lower attrition, improved performance, lower shrinkage, more profitability, better CX
 - How WEM supports and drives Employee Engagement – native, fully integrated, single pane of glass sharing employee and customer insights reduces technology fatigue for frontline colleagues.
 - Employee Engagement accelerated when Covid hit, new challenges include the current cost-of-living crisis. Organisations, more than ever, need to balance astute commercial decisions on agile technology that continue to offer leading CX and EX.

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.

Free Webinar: 2023 Best Practice Programme

Watch at your own pace

On the 31st January The Forum will be launching our 2023 best practice programme, which includes: virtual networking, learning from our award finalists, our customer strategy & planning conference, along with the community connection conference later in the year.

For those who follow The Forum, you will know that each year we reframe our thinking with an annual theme.

This year’s theme is designed to frame our thinking around the importance of numbers, people and relationships. When these come together, we are energised to drive action, bring the best out on each other and have the courage to innovate and improve. We are only as strong as the weakest link, fortunately almost 25-years of raising standards means our collective strength and health has never been better.

Join us for another year of improving, growing as a person and professional feel the value of the community.

Free Webinar: The Looming Contact Centre Agent Experience Crisis: Understand, Avoid, and Ascend in partnership with eGain

Watch at your own pace

Agent experience (AX) and well-being are among the top priorities in contact centres, but did you know that they are in danger of slipping into a crisis because of the lack of modern knowledge tools in the agent desktop?
At this webinar, you will:
 - Learn from the horse's mouth (i.e., from agents themselves) what they are saying about their experience and how you can avoid the crisis with modern knowledge
 - Review the findings from a unique, agent-only survey, conducted by BenchmarkPortal, a leading contact centre benchmarking organisation
 - Learn what modern knowledge is and what it can do for AX (agent experience) and CX (customer experience). With Modern knowledge, you won't need to train agents endlessly on how to navigate customer conversations or have them read through voluminous documents and figure out an answer when the customer is on the line!

Free Webinar: How to Turn Customer Conversations into Actionable Insight in partnership with talkdesk

Watch at your own pace

Great insights help brands to strengthen their customer experience and adapt to the needs of their customers. Companies need the right tools to capture more data from conversations since these are a great way to gather insights.
 
At this webinar you will learn:
 - The 4 attributes of useful conversational insights
 - How to get the data for conversational insights
 - How AI can analyse conversations at scale

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.
First2345791011Last