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 do not have a member log in or if you need help with your password, please email advice@theforum.social.

Partner Article: Boost Productivity and Motivate Agenda

Find out how Alvaria is helping enterprise contact centres reimagine the employee experience, 16 –17 November at Call & Contact Centre Expo, Europe’s leading call and contact centre event, at booth # CC-AJ44. 

Employee Lifecycle, Shrinkage and Performance Management

What are the top 3 challenges for contact centres? Speaking to a large a sample of our 150 member organisations, we have identified the following three:

  • Recruitment and retention
  • High absence and other shrinkage factors
  • Performance Management

Standards and Business Accreditation

The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.

Automation for analysts

Robotics, or automation, is something that can deliver huge benefits and savings. But the term robotics can sometimes be confusing. When I hear the word robot, my mind immediately jumps to Star Wars and R2D2 and C3PO. Others may think of the mechanical arms on factory production lines. In South Africa a robot is a traffic light. The likelihood is that none of these play a part in our roles.

Why simplicity in contact centres matters in an era of complexity

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority.  That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification

Planning for COVID: What have we learned from our first response?

March 2021 was a key milestone, with the anniversary of our first UK lockdown. It was also a year on from our first free webinar series at The Forum on planning for COVID-19. So what have we learned? How can we think or act differently?

What is hybrid working?

With a seemingly unstoppable tide of support for some homeworking, what makes a new operating model fit for the future? How do we avoid floating on a sea of outdated working practices or policies?

Moment of Truth – The Forum Community App, live stream exclusive

The moment of truth; critical time for your workforce strategy and hybrid operating model. Strategy is about to become the reality as organisations look to introduce strategic Hybrid operating model at scale post the summer holidays which will have important consequences for the future.

Will homeworking outlast the virus?

Who will be rushing back into the office and what choices will people be offered? Is this a global shift in our work lives? What is driving decision making?

Healthy Working Patterns for a hybrid world

Homework is opening up new approaches to scheduling and resource allocation. So, could hybrid working be a platform to support wellbeing and deliver different outcomes for both business and people?