Originally broadcast Tuesday 16th May 2023, 13:15

Forecasting and AI working together to drive Accuracy. Join Colin and Graeme from NICE as they will  be demonstrating the role of data and AI in the forecasting process, and how it drives improved accuracy.

Originally broadcast Monday 15th May 2023, 12:30

WEM and wellbeing, understanding AX during operational change. Join Sabio's expert team to discover the power of their new and cutting-edge wellbeing technology, integrated into the agent desktop and WEM capabilities. This innovative approach provide a systematic view of the impact of the workplace on the employee, as well as practical guidance to promote success.

As planners do we see time away from the operation mainly as a cost to control? Instead, how could we analyse where each different area of shrinkage time is adding value? We need to look from the colleague as well as the customer and commercial point of view.

Dave Vernon explores how we can look at shrinkage as a value not a loss, and change how we think about shrinkage targets.

Join Phil Anderson and Dave Vernon, Directors at The Forum for a lively discussion about:-
 - Preference and choice, an introduction to our 8 key considerations for a workforce strategy
 - Forecasting and shaping the future, how to create a strategy which offers the flexibility and agility to respond to changes, known and unknown.
 - The value of shrinkage and the power of playbooks – how to be more forward thinking and engage with your stakeholders.

In this session we will look at the relationship between KPIs and how they are influenced by the context that they are measured in. Join Graeme Gabriel, WFO Solutions Consultant from NICE and Phil Anderson Director at The Forum for a lively and interesting discussion touching on;

- KPI Interdependence
- OKR to KPI
- Context is everything
- KPI Matrix