Catch up on our previous conferences. Click on the conference below to watch the Keynotes, Workshops & Technology Showcases. Full access to these videos is part of your Forum Membership. To access these videos, register or log in by clicking My Account at the top of this page. If you do not have the access you expect please email advice@theforum.social.
Keynote: Unlocking Opportunities
Originally broadcast Monday 1st November 2021, 09:30
How has our thinking changed during 2021? Phil Anderson and Dave Vernon, Directors at The Forum will explore the ever-changing business environment and the different approaches being taken to drive forward with improvements.
Keynote: Real Time
Originally broadcast Monday 1st November 2021, 10:30
Paddy Coleman, hear from the founder of QStory, his journey into planning and driving innovation with Real-Time automation
Technology Showcase: QStory
Originally broadcast Monday 1st November 2021, 12:30
David Preece talks about why Agility is the only defence your Contact Centre has against volatility and why Intraday Automation is the key to achieving it.
Keynote: Agent Wellbeing & Mental Health
Originally broadcast Monday 1st November 2021, 13:15
Join Sabio as we explore the #1 megatrend in the customer experience industry that nobody is talking about.
Technology Showcase: Calabrio
Originally broadcast Tuesday 2nd November 2021, 12:30
Ed Creasey discusses how the potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.
Technology Showcase: NICE
Originally broadcast Tuesday 2nd November 2021, 13:15
Graeme Gabriel and David Kay share practical top tips, tactical insight and strategic vision for digital planning.
Keynote: Investing in People & Technology
Originally broadcast Tuesday 2nd November 2021, 14:15
Mark Brown of Virgin Media and Paul Milloy of Intradiem discuss how investing in people and technology is the key to the future of Customer Service.
Technology Showcase: Sensée
Originally broadcast Wednesday 3rd November 2021, 12:30
A panel discussion on the tools and processes required to deliver flexible work-from-home options for employees, as well as high productivity, cost savings and great CX
Technology Showcase: Machine Learning
Originally broadcast Wednesday 3rd November 2021, 13:15
Getting started with Machine Learning and introduction for analysts.
Technology Showcase: Intradiem
Originally broadcast Wednesday 3rd November 2021, 14:15
The evolution of workforce management with intelligent automation, hear how this has made a real difference at AXA.
Technology Showcase: Verint
Originally broadcast Thursday 4th November 2021, 10:30
Learn how Verint’s clients adopted Verint KM to close the gap between ever increasing customer interactions, channels, and expectations, with the same or reducing resource levels.
Conference Endnote
Originally broadcast Friday 5th November 2021, 09:30
Learn how to invest your time wisely to help you spend time on the things that matter the most. Doing something different on a daily basis.