2022 Customer Strategy & Planning

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.

Keynote: Professionalism & Learning

Originally broadcast Wednesday 13th April 2022, 09:30

Hear from Lucy O'Shea, Hoist Finance a member of our Leaders of the Future programme, and the Forum team on how to gain the confidence to move ahead and move up. 

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.

Partner Article: Revolutionising CX with Next Generation Cloud Technology

Following the pandemic, the definition of customer experience has been redefined. They expect outstanding service using the channels they prefer (voice, video, text, chat, etc.), with agents who are knowledgeable and empowered to problem-solve quickly. At the same time, work-from-anywhere trends have created new opportunities and challenges in delivering exceptional customer experience.  

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).

Alvaria Accelerate ‘22 Virtual Experience

Accelerate ‘22 is the fastest way to access Alvaria resources including updates on the product roadmap, executive perspective thought leadership sessions, tips and tricks, success stories, use cases, company announcements and more.  

Partner Article: The Forum - Optimising Healthcare Contact Centre Operations - 4 Ways

In today's day and age, a negative customer experience can make or break an organisation's reputation. Delivering a good customer experience is now pivotal to how customers perceive a brand, and this is only intensified when operating within the healthcare space. 

Partner Article: Electric car subscription service Onto partners with Business Systems to transform the customer experience

The partnership will improve agent engagement and provide an effortless service for outstanding customer experience.

The Inner Circle Guide to Cloud-Based Contact Centre Solutions

Detailed Answers to Common Cloud Questions from Leading Solution Providers

Partner Article: OVO Energy Aims To Boost Team Engagement and Career Development with Centrical

Centrical is pleased to announce that OVO Energy, the UK’s third largest energy supplier, has chosen Centrical to support team engagement, and to deliver personalised learning and development pathways across their customer care operations. 

Partner Article: eGain named a Representative Vendor in the 2022 Gartner® Market Guide for Customer Service Knowledge Management Systems

Sunnyvale, CA (October 3, 2022): eGain Corporation (NASDAQ: EGAN), the leading knowledge management platform provider for customer engagement automation, today announced that it has been named in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems. 

Partner Article: What contact centre agents are looking for in employers David Marshall, Regional EMEA Lead at Intradiem

Filling contact centre roles used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case. 

Opening Keynote

Originally broadcast Monday 14th November 2022, 09:30

Hear from Chris & Phil as they discuss the benefits of being prepared.

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. 

Calabrio Technology Showcase

Originally broadcast Monday 14th November 2022, 12:30

Are your agents empowered to be Brand Guardians? Join Tripti Tapuriah-Modi and David Evans from Calabrio who will discussing key findings from Calabrio’s State of the Contact 2022 report and how to treat and empower agents as Brand Guardians.

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.

Insight Keynote

Originally broadcast Wednesday 16th November 2022, 09:30

Hear from Rob Hanrahan, CEO of miPerform.

Davies Technology Showcase

Originally broadcast Wednesday 16th November 2022, 13:15

Tips for the successful selection and procurement of CX Technology CX technology alone rarely delivers the beneficial impact and financial returns promised – as successful adoption needs more than just a great technology solution. Hear from Davies Group.

Workshop: Calibration

Originally broadcast Thursday 17th November 2022, 09:30

Calibration is a fundamental necessity of any Quality Assurance, development, and improvement process.  Hear from BPA Quality & L&Q.

eGain Technology Showcase

Originally broadcast Thursday 17th November 2022, 12:30

Join eGain for a discussion on Knowledge Hubs and how to Turbocharge your CX and AX with KX (Knowledge-Guided Experience).

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 News: eGain Named as a Supplier on the Crown Commercial Services G-Cloud Framework

Partner Article: Sensée’s LiveDesk hybrid working collaboration application now available through the G-Cloud 13 Government Framework

Hammersmith, London. Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations.

Top intelligent automation trends to watch in 2023

With 2023 just around the corner, it is time to look at what the next 12 months might hold. It seems clear that some of the trends that emerged during the pandemic will continue to manifest. For example, hybrid working models have become deeply ingrained throughout society and the staffing challenges of recruiting and retaining the right people are unlikely to go away. However, there are other factors that will likely come to the fore in 2023 that may need automation technology investment to fix. 

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.