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.
Technology Showcase: Anaplan
Originally broadcast Monday 28th September 2020, 12:30
Planning for the Workforce of the Future Join Anaplan’s online session to hear how strategic workforce planning can provide much needed agility in the face of digital disruption, financial pressures and turbulent external market factors. During this session we will showcase how to quickly and strategically realign your workforce to shifting skill and resource demands. We will showcase workforce analytics, deploying initiatives to right-size the workforce and reconcile with financial targets, as well as explore capabilities in workforce talent management. Join us to discover how to improve collaboration across thousands of users and how you can realise a 10x return on investment through organisational right-sizing.
Technology Showcase: Sabio
Originally broadcast Tuesday 29th September 2020, 12:30
How to deploy Google AI within 30 minutes in your Contact Centre. Sabio demonstrate how advanced AI from Google can be deployed on web, messaging and voice channels starting from scratch to go live within 30 minutes.
Keynote: Digital Acceleration - Insight
Originally broadcast Tuesday 29th September 2020, 14:00
The Great Digital Acceleration The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.
Technology Showcase: Calabrio
Originally broadcast Friday 2nd October 2020, 12:30
The State of the Contact Centre: Embracing the Evolving World of Work Join Ed Creasey, Director of Pre-Sales for Calabrio, as we explore how leading contact centres are turning disruption to their advantage. From the rapid increase in importance of the contact centre, to changes in demands from employees and customers, we will be envisioning the contact centre of the future. Join us to discuss tangible ways to embrace this evolving world of work.
Technology Showcase: The Modular Analytics Company
Originally broadcast Monday 30th November 2020, 12:30
See how data, technology and empathy can manage the customer experience. TMAC demonstrates real-life examples of next best action, speech analytics and data-led team coaching working in tandem to drive revenue and create positive experiences for customers and agents alike.
Conference Endnote
Originally broadcast Friday 4th December 2020, 09:15
Positive habits for a successful career With so much uncertainty in the world, it is important to take control of our conduct, behaviour and attitude. Developing simple positive habits can make a huge impact on how you learn, share ideas and ultimately transform yourself and our career. This endnote presentation will take a look at the role of professionalism, how to build positive habits and an opportunity to hear from members who have transformed themselves during 2020.
Keynote: Unlocking Opportunities
Originally broadcast Monday 26th April. 2021, 09:30
Hear from Phil Anderson, Director at The Forum with the conference opening keynote. Understand how disruption can pave the way for new opportunities and how you can become key to unlocking change and development.
Originally broadcast Tuesday 27th April. 2021, 13:15
AI & Automation Following on from Sabio’s session earlier in the day, Stu Dorman, Chief Innovation Officer at Sabio will showcase the use of AI, Automation and Intent Capture and Analysis in more detail and explore how and why these are so rapidly evolving. Join us to learn how different approaches fit together in organisations that are making best use of these technologies.
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.
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.
Technology Showcase: Machine Learning
Originally broadcast Wednesday 3rd November 2021, 13:15
Getting started with Machine Learning and introduction for analysts.
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.
Looking back on 2021
2021 was our year for Unlocking Opportunities. Doing more of what we do well is a great opportunity that we don’t always fully exploit. One of the most valuable things we can do is put time aside to reflect on what has gone well. When things go wrong we are quick to review, so that we can learn from our mistakes. We are not so good at learning from our successes. If we can repeat and build on our successes then that has to be a good thing. As we come to the end of 2021 it is time to look back on what we have done well, so that in 2022 we can do it again only better.
Moment of Truth: Confident to Succeed
Our actions, or inaction, will define us. We are the key to our own success. During 2021 we focused on unlocking opportunities and the part each of us can play in helping to shape the future. For 2022 we want to focus you on your Moment of Truth and being confident to succeed.
Keynote: Your Moment of Truth
Originally broadcast Monday 4th April 2022, 09:30
Confident to Succeed Every day we practice living versus an ever-changing world and environment. Those who strive to learn and improve can adapt better. Those who are contempt with how they are or refuse to accept the changes around them will find it hard to catch-up as the change required to survive and thrive becomes bigger.
Your Moment of Truth: confident to succeed
For our 22nd year, we focus on the opportunity we have, as professionals, to drive successful improvements, whether in planning, insight, or customer experience. This Best Practice theme for 2022 represents the next stage of this coming of age for our professional disciplines.
So, we invite you to consider your moments of truth. What makes you confident to succeed?
Liquorice Consistents – Does somebody at Bassetts not like me?
At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.
Questions to consider for annual leave
As the world reboots after the firm reset of the Pandemic, we have the opportunity to revisit, redefine and reshape how we have done things. 2020 was a strange year, especially for annual leave, as lockdown restrictions changed how we used annual leave and the Government stating leave can be carried over, firmly “kicking the can” down the road, to give us a problem for another day (or year).
Insight Keynote
Originally broadcast Wednesday 16th November 2022, 09:30
Hear from Rob Hanrahan, CEO of miPerform.
Community Learning Keynote
Originally broadcast Friday 18th November 2022, 12:30
Hear from a Forum Hero and organisations who have taken a team approach to learning.
Partner Article: Improve Contact Centre Operations with Robotic Process Automation
Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
Partner Article: How to set the right service level goal in your call center
Strength in numbers the value of community
Keynote: Strength in Numbers
Originally broadcast Monday 15th May 2023, 09:30
Hear from The Forum team on this year's theme - Strength in Numbers, The Value of Community and what this personally means to them. This thought provoking session will frame the week of learning that will be available through the rest of the Virtual Conference and challenge you to own your learning.
Technology Showcase: QStory
Originally broadcast Monday 15th May 2023, 13:15
Powering Game Changing Contact Centres. QStory will be showing you how to use next level automation to supercharge agent engagement and unlock maximum performance.
Technology Showcase - NICE
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.
Keynote: The Value of Community
Originally broadcast Monday 9th October, 09:30
In this opening keynote, The Forum team members will discuss the importance of community. They will provide practical advice to help you expand your connections within and beyond your organisation.
Interactive Keynote: Davies
Originally broadcast Monday 9th October, 12:30
Generative AI and the Contact Centre Experience Join Mark Odlin from Davies as he delves into the transformative power of generative AI in the modern contact centre.
Interactive Keynote: Uniphore
Originally broadcast Wednesday 11th October, 13:30
Generative AI - Your trusted co-pilot for transformative customer and employee experiences.