2025 Best Practice Guide
Raising Standards

2023 Autumn Community Conference (Virtual)

Catch up on our previous conferences. Click on the sessions 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.

Gain accreditation for your learning from conference by watching some sessions and telling us what you have learned and what you will do differently on this form.

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Originally broadcast Friday 12th October, 12:30

Hear from Forum Hero Busola Akinsola, as she talks about her commitment to learning and continual improving. 

Interactive Keynote: AI & Machine Learning

Interactive Keynote: AI & Machine Learning

Originally broadcast Wednesday 11th October, 14:30

In this keynote we will be hearing from David Bruce and Alfy Reid from NEA Consulting to explore recent developments in AI, how it's being applied, the risks to consider and what the future might look like.

Interactive Keynote: Uniphore

Interactive Keynote: Uniphore

Originally broadcast Wednesday 11th October, 13:30

Generative AI - Your trusted co-pilot for transformative customer and employee experiences.

Technology Showcase: NICE

Technology Showcase: NICE

Originally broadcast Wednesday 11th October, 12:30

Graeme and Colin will talk about the differences in requirements for delayed response contacts and how NICE WFM is supporting them.

Interactive Keynote: Calabrio

Interactive Keynote: Calabrio

Originally broadcast Tuesday 10th October, 13:30

Ed Creasey will present the latest research from Calabrio on the impact of AI on agents of the future, but it’s not what you might anticipate.

Technology Showcase: QStory

Technology Showcase: QStory

Originally broadcast Tuesday 10th October, 12:30

Hear from our partner QStory as they unveil their groundbreaking new feature – Agent Flex. It sets the new industry standard, giving agents unparalleled flexibility to propel the contact centre into a new era of adaptive workforce scheduling. 

Technology Showcase: The Forum LMS

Technology Showcase: The Forum LMS

Originally broadcast Monday 9th October, 13:30

A showcase of The Forum Learning Management System (LMS) which has been successfully rolled out to many of our members. Learn how different members have approached learning.

Interactive Keynote: Davies

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.

Keynote: The Value of Community

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.

Strength in numbers the value of community

Published on 19 April 2023

Strength in numbers the value of community

When numbers, people and relationships come together, we are energised to drive action, bring the best out in each other and gain the courage to innovate and improve. A strong group depends on who is in it, and who isn’t, who contributes and who doesn’t – and the purpose that brings people together too. In the same way, we shouldn’t focus just on individual data-points, but on whether the data is representative, the trends or relationships within the data, as well as the way in which we work together in using it. So, when I think of strength, I think of this above all as health – healthy data, healthy groups, with energy, durability and courage. We will achieve more together, and sustain progress better, when we harness the momentum of a collective force for greatness.

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This article was first published in the 2023 Best Practice Guide - Strength in Numbers: The Value of Community

To download a full digital copy of the Best Practice Guide, click here.

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