2023 Customer Strategy & Planning (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.

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Why simplicity in contact centres matters in an era of complexity

Why simplicity in contact centres matters in an era of complexity

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority.  That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification
Standards and Business Accreditation

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

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

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

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

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

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

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

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

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

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

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

Technology Showcase: Machine Learning

Originally broadcast Wednesday 3rd November 2021, 13:15

Getting started with Machine Learning and introduction for analysts

Technology Showcase: Intradiem

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

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

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

Partner Article: Using game mechanics motivates and engages call centre employees seamlessly at Alvaria

Using game mechanics motivates and engages call centre employees seamlessly while aligning employee behaviours to company goals – results in improved employee retention, performance, customer satisfaction and profitability.
Looking back on 2021

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

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

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

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

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

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.

Partner Event: Join Alvaria for the Credit Connect Technology Think Tank New Generations in Lending.

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

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

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.

Partner Article: Workforce Wellbeing Recovery Kit at Calabrio

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?

Partner Article: Workforce wellbeing - what does it really mean and why does it matter more than ever?

Stress is a major barrier to success and it is affecting everyone.  In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations.  This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing.
 
Technology Showcase: Centrical

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

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. 

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