2022 Customer Strategy & 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: 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. 

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.

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.

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”.

• Understand how to control your attrition and benchmark against the industry.
• Develop an attraction strategy, helping to develop careers.
• Learn how to manage absence to reduce the impact of Pandemic related sickness.

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.

Technology Showcase: NICE

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.

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. 

Technology Showcase: Calabrio

Originally broadcast Tuesday 12th April 2022, 12:30

Workforce Wellbeing Recovery Toolkit: Practical strategies & resources to turn workforce wellbeing into your competitive advantage with Calabrio.

Technology Showcase: QStory

Originally broadcast Wednesday 13th April 2022, 12:30

In a live session of Dear Dave, David Preece from QStory will answer real-life questions and show how IDA and QStory’s latest features make Real-Time teams’ lives easier

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).

QStory Technology Showcase

Originally broadcast Monday 14th November 2022, 10:30

Hear from Gold Sponsors QStory as they showcase examples of how NatWest and Anglian Water are using Intraday Automation to transform the experience for agents, team leaders and planners. 

NICE Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Psychology of Adaptive Choice Join Graeme and David from NICE, as they revisit The Psychology of adaptive choice, the challenge of offering our agents choice and empowerment over their schedule.

Verint Technology Showcase

Originally broadcast Tuesday 15th November 2022, 12:30

The Struggle is Real: Insider Tips to Empower Your Remote Agent. Join this insightful and lively fireside between renowned experts Chris Rainsforth of the Forum and Huw Jones, Workforce Management Guru at Verint.

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

Alvaria Automate™ Attended and  Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance. 

Partner Article: Call center attrition: why do staff leave - or stay?

Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

Partner Article: Occupancy, utilization, productivity: what’s the difference?

These familiar metrics are critical to managing every contact center. And it’s vital to take them into account properly within the workforce management process. The problem is, they all sound very similar and are sometimes confused with one another. Let’s examine them one by one.

Strength in numbers the value of community

We build strength when we focus on how we collaborate and who we do this with. When we bring together trusted data, analysis and insight alongside a group of people with a collective desire to improve, we can achieve greatness.

Next generation productivity: how operational playbooks & real-time automation help our people grow

Powerful member stories reveal a sea-change in empowering operational teams and developing the role of real-time in our new hybrid world. Alison Conaghan and Dave Vernon explore the operational end of the planning cycle.

Next generation shrinkage: understand the value of time

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.

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: Sabio

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.

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.