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.
Why simplicity in contact centres matters in an era of complexity
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.
Free Webinar: TEDx Talk: Curiosity Cured The Fakeaholic - Lou Carter – Founder of Rising Vibe
On Tuesday 12th October 2021, Lou Carter, founder of Rising Vibe, delivered her very first TEDx talk; Curiosity Cured The Fakeaholic, which explored how our innate fear of judgement stops us being honest about how we feel. A by-product of this is that we don’t have the conversations that matter…
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.
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.
Partner Article: Using game mechanics motivates and engages call centre employees seamlessly at Alvaria
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.
Partner Article: Gamification Releases Chemical Transmitters That Improve Employee Engagement & Performance at Alvaria
There is no doubt employee engagement has never been a higher business priority—especially for contact centers. The necessity to quickly move from a primarily on-premises to remote workforce due to COVID-19 caught many companies off-guard.
Partner Article: BUSINESS SYSTEMS, INTEGRATED CARE 24 AND CLEO SYSTEMS SHORTLISTED FOR THE 2022 HSJ PARTNERSHIP AWARDS
Business Systems, Integrated Care 24 and CLEO Systems are delighted to announce that its NICE Nexidia Speech and Text Analytics project has been shortlisted for Best Healthcare Analytics Project for the NHS at the HSJ Partnership Awards 2022, recognising their outstanding contribution to healthcare – in what has been an exceptional and challenging period across the sector.
Partner Article: Enhance Employee Engagement to Improve CX at Alvaria
Using game mechanics motivates and engages call centre employees seamlessly while aligning employee behaviours to company goals — which results in improved employee retention, performance, customer satisfaction and profitability.
Free Webinar: Key Industry Trends in 2022 - The 3As
Attrition, Attraction and Absence will be on going challenges during 2022. With a continued uncertainty around COVID and an indecision on what hybrid working really means, a number of problems will be experienced due the “3-A’s”.
Partner Event: Join Alvaria for the Credit Connect Technology Think Tank New Generations in Lending.
Learn more about the current lending technology landscape – how wider society impacts lending patterns and the role of digitalisation in lending and repayments. Plus, find out more about impact of new lending models such as Buy Now Pay Later (BNPL).
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.
Originally broadcast Tuesday 5th April 2022, 12:30
Agents are now used to flexibility in every aspect of their lives, they can choose when to do their banking, catch up on box sets and even play games. We need to reflect this flexibility and customization in the work place.
Partner Article: Workforce Wellbeing Recovery Kit at Calabrio
We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach. Calabrio’s Workforce Wellbeing Recovery Toolkit provides insights and resources to help identify common challenges and provide ideas for improvements that will positively impact employees, as well as customers.
Partner Article: Workforce wellbeing - what does it really mean and why does it matter more than ever?
Technology Showcase: Centrical
Originally broadcast Thursday 7th April 2022, 12:30
Webhelp & Centrical – WEM’s Moment of Truth? Transformation leaders from Webhelp will share how they’re redefining their CX operating model, leveraging real-time performance management, advanced gamification, and microlearning to engage employees and push the limits of performance with Centrical.
Partner Article: Optimise Your Contact Centre Workforce with Real Time Intelligent AI Capability at Alvaria
Alvaria, the world leader in enterprise-scale customer experience and workforce engagement management, recently introduced Alvaria Real Time Optimizer, a new cloud application of the Alvaria Workforce Engagement Management Suite that enhances the contact centre agent experience.