The Forum Online

The Forum Online

As the independent industry body promoting effective resourcing and planning in the contact centre i

Operating as usual

21/12/2023

We’d like to congratulate all of our short-listed finalists across the Innovation & Transformation, Partnership, Planning, Improvement & Quality and Insight awards.

Good luck to all our finalists who will be going through the judging process in the New Year.

The 2024 Award winners will be announced at the Awards Celebration at the Mercure Manchester Piccadilly Hotel on Tuesday, 23rd April. The evening is a community celebration, so bring your team and colleagues along to reward them for all their hard work.

For more information and to book your place: https://www2.theforum.social/2024SpringAwardsCelebration

19/12/2023

As we come to the end of 2023, it is a good time to reflect, to look back on what we have learnt and what we have done differently this year. This year we have seen 589 individuals complete this process and have their learning and development recognised through our professional accreditation programme. We look forward to seeing their continued success through 2024 as well as many more embarking on their own journey.

If you would like to learn more about The Forum's professional accreditation programme, then please don’t hesitate to get in touch by emailing [email protected].

18/12/2023

We are looking forward to continuing to work with AXA Direct, Calabrio, Pokerstars and SSCL.

We would also like to welcome back FSCS to our growing community as we continue to raise standards within the industry.

Not a member?
Take a look at how we can help within your organisation: https://www2.theforum.social/becomingamember

13/12/2023

We would like to congratulate Davies for gaining accreditation for their Insight & Data Analytics methodology, the only organisation recognised in this way. Congratulations to Lee Mostari and team!

If you would like your company to be accredited by The Forum, you can find out more by visiting our website: https://theforum.social/learning-academy/professional-accreditation

07/12/2023

Don’t forget to register for upcoming Network Groups!

Open to everyone (non-members for a taster period), you can chat with like-minded professionals to discuss your challenges and explore new ideas.

Register for FREE: https://lnkd.in/eqhZAdEQ

05/12/2023

Webinar: Work smarter not harder: Strategies to help your contact centre work more efficiently in 2024
Date: 12th of Dec at 3pm

In today's challenging contact centre landscape, the key to success lies in working smarter, not harder. Join MaxContact & our own Chris Rainsforth as they guide you through the current industry trends, customer expectations, and regulations before casting our eyes forward to what contact centre leaders should expect in 2024.

Register: https://www2.theforum.social/PartnerWebinarMaxContactDec23

30/11/2023

Don’t forget to register for upcoming Network Groups!

Open to everyone (non-members for a taster period), you can chat with like-minded professionals to discuss your challenges and explore new ideas.

Register for FREE: https://www2.theforum.social/VirtualNetworkGroups

28/11/2023

Last chance to register!

This year for the 1st time ever The Forum will be hosting four training workshops as part of the Call & Contact Centre Expo. Phil Anderson and Chris Rainsforth will be providing thought leadership and practical takeaways in these interactive sessions that you need to consider to ensure you continue to Raise Standards in your operation.

So please join us tomorrow at the Call & Contact Centre Expo, learn some new things, get accredited by The Forum and most importantly have some fun! We will be available at Stand CC-N72 as well if you would like to talk to the team, so don’t forget to sign up for the workshops!

Sign up: https://www2.theforum.social/TheForumCCEXPO23Workshops

27/11/2023

We are looking forward to continuing to work with CallMiner, Environment Agency, Lloyds Banking Group and Verint.

We would also like to welcome Barclays next to our growing community as we continue to raise standards within the industry.

Not a member?
Take a look at how we can help within your organisation: https://www2.theforum.social/becomingamember

21/11/2023

Last chance to join our last Assisted Learning Pathway for 2023!

Join the hundreds that have become accredited and start your learning journey today!

Find out more: https://www2.theforum.social/UpcomingAssistedLearningPathways

To start your learning journey quite simply contact us: [email protected] we can register you for you chosen pathway or set up a call to help identify the right pathway for you.

16/11/2023

Our last Assisted Learning Pathway for 2023 will be launching Monday 27th November with a launch week of virtual activity followed by 6-months of support. Explore how to implement new approaches in key specialist areas, with modules updated to show the latest trends & developments. Build skills in bite-sized steps in interactive ways, as part of a group alongside others and become officially accredited by The Forum!

Find out more: https://www2.theforum.social/UpcomingAssistedLearningPathways

To start your learning journey quite simply contact us: [email protected] we can register you for you chosen pathway or set up a call to help identify the right pathway for you.

16/11/2023

Our final workshop at the Call & Contact Centre Expo UK will help you understand how to design the right operating model for your customer and colleague journeys, with the right supporting metrics to drive learning and improvements. Move away from traditional poor target setting, which drives the wrong behaviours to a more measured approached which drives continuous improvement.

So please join us at this years Call & Contact Centre Expo UK, learn some new things, get accredited by The Forum and most importantly have some fun!

We will be available at Stand CC-N72 as well if you would like to talk to the team, so don’t forget to sign up for the workshops!

Register: https://www2.theforum.social/CallandContactCentreExpo2023

14/11/2023

Our final Virtual Network Groups for 2023 will be beginning next week! Kicking off with Housing, Analytics for Speech, Desktop and Text, and Reporting & MI Automation!

Open to everyone (non-members for a taster period), you can chat with like-minded professionals to discuss your challenges and explore new ideas.

Register for FREE: https://www2.theforum.social/VirtualNetworkGroups

13/11/2023

We are looking forward to continuing to work with Asda, Bank of Ireland, Capita Customer Experience and Monzo Bank.

Not a member?
Take a look at how we can help within your organisation: https://www2.theforum.social/becomingamember

Photos from The Forum Online's post 10/11/2023

Now that the dust has settled and things are slowly getting back to normal, we wanted to take this opportunity to say a big thank you to all 250+ people who attended our Autumn Community Conference 2023. These events wouldn’t be possible without you all, so thank you!

here is some feedback we received from attendee’s:

“I’ve learnt so much from the sessions, in particular I found the talk on bias and thinking useful to reflect on and in discussions with the group helped me understand on a deeper level how I have shown bias in the past and how this could have affected service performance and my role.”

“Being new to the industry I learned a lot about the different parts to resource planning as well as networking with others and talking to other WFM systems to see the differences in them”

“I learned about the latest trends and developments within the wfm industry such as new technologies, strategies and regulations. The conference provided insights into best practices shared by industry experts which offer the opportunity to learn from their experiences. It also offered the opportunity to network which gave me the chance to connect with peers, industry leaders and new potential collaborators. The collaboration exercises highlighted gaps in the systems my workplace use such as agent adherence and absence tracking, and I gained knowledge on solutions I can take back to my organisation to implement changes.

03/11/2023

As the week draws to a close and the final touches for our in-person conference are now done, The Forum team are all packed and ready. We are excited to see you all again in-person next Wednesday in Newcastle for our last conference of 2023.

https://lnkd.in/eBFa4fcR

02/11/2023

This year for the 1st time ever The Forum will be hosting four training workshops as part of the Call & Contact Centre Expo UK. Phil Anderson and Chris Rainsforth will be providing thought leadership and practical takeaways in these interactive sessions that you need to consider to ensure you continue to Raise Standards in your operation.

Our second workshop will focus on Hybrid, flexibility and future ways of working Workshop. We will be exploring the challenges of scheduling and how the flexibility toolkit supports changes and how we can learn from inspirational best practice case studies.

So please join us at this years Call & Contact Centre Expo UK, learn some new things, get accredited by The Forum and most importantly have some fun! We will be available at Stand CC-N72 as well if you would like to talk to the team, so don’t forget to sign up for the workshops!

Sign up: https://www2.theforum.social/TheForumCCEXPO23Workshops

31/10/2023

LAST CHANCE to enter our 2024 awards programme!

Want to gain external recognition for you and your team's hard work?

Our Awards showcase successful initiatives that make our operations great for colleagues and customers. By recognising those who are leading the way, we help raise standards in many types of customer operations.

Enter now: https://www2.theforum.social/TheForumAwards2024

30/10/2023

We are looking forward to continuing to work with Awaze UK, Kent County Council and Direct Line Group Planning & Insight.

We would also like to welcome HSBC Commercial Banking and Starling Bank next to our growing community as we continue to raise standards within the industry.

Not a member?
Take a look at how we can help within your organisation: https://www2.theforum.social/becomingamember

27/10/2023

Looking for a new job opportunity or looking to advertise available roles in your organisation?

The Forum has a bespoke “Jobs” page so if you are looking for a new role or to advertise a role then visit this page now - https://www2.theforum.social/TheForumJobOpportunities

26/10/2023

With less than 2 weeks to go before our in-person Autumn Community Conference 2023, now is the time to book!

Our final in-person event of the year will see like-minded professionals come together to hear inspiring keynotes and get involved in thought provoking collaboration sessions. Also, hear the latest from many of our members and partners including QStory, Sainsbury's Bank, greenbean, NICE, Jet2.com and Jet2holidays, Verint, EvaluAgent® and Centrical!

Book your place: https://www2.theforum.social/CommunityConference2023BookYourPlace

24/10/2023

Want to gain external recognition for you and your team's hard work? There still is time to enter our 2024 awards programme!

Open to all professionals in the customer contact industry, our Awards showcase successful initiatives that help raise standards in many types of customer operations from digital channels, face-to-face service, back office and a mobile (field-based) workforce to contact centres or sales operations.

Enter now: https://www2.theforum.social/TheForumAwards2024

20/10/2023

We want to acknowledge recent members who have been officially accredited by The Forum. Congratulations in your success, Aaron Neale, Abbi Turner, Alex Duell, Alix Corden, Alix McManus, Amber Barrett, Ana Lay, Anastasija Jevgrafova, Andrew Luna, Anna Hedlund, Becky Allan, Bidisha Shaw, Biplab Saha, Callum Downs, Catherine Charlton, Charlotte Gasser, Charmi Pandya, Chiraag Kerai, Chris Howe, Ciara Bratley, Claire Noden, David Anderson, Dominic Adam, Donna Whyman, Doreen Campbell, Gabriel Rodriguez, Gemma Drummond, Ian Birch, Jennifer Duddy, Kasper Schlotfeldt, Lee Richardson, Louise Arnott, Luke Smith, Lynsay McPhillimy, Lynsey Holley, Marcel Bulacinski, Michelle Curran, Nicola Cooksley, Nikki Patterson, Nook Harper, Nosh Niazi, Patrick Feller, Rebecca Jones, Ross Caulfield, Sanya Mandic, Sharon Huitson, Sian Foster, Skye Stebbings, Sonya Cange, Stephen Walker, Stephen Russell, Sue Swanston, Thomas Burke, Thomas Smith and Vanessa Jossi. Well deserved!

Find out more: https://www2.theforum.social/UpcomingAssistedLearningPathways

19/10/2023

Have you entered our 2024 awards yet? Now is the chance to do so as we are drawing closer to our closing date!

Want to gain external recognition for you and your team's hard work? Open to all professionals in the customer contact industry, our Awards showcase successful initiatives that help raise standards in many types of customer operations from digital channels, face-to-face service, back office and a mobile (field-based) workforce to contact centres or sales operations.

Enter now: https://www2.theforum.social/TheForumAwards2024

17/10/2023

Best thing about The Forum Membership

As champions of best practice and professional development, we are the ‘go-to place’ for innovation in customer operations.

Our Membership is your gateway to a community of professionals and provides access to The Forum’s programmes and services. Understand trends & developments across the industry, benchmark with your peers, dissect what it takes to implement award-winning innovation. Up skill your teams to engage their colleagues & stakeholders to better meet demands and deliver against vital organisational priorities. We can tailor our approach to suit your requirements.

See below what our members had to say

Find out more: www.theforum.social/getting-involved/becoming-a-member

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Don’t forget to register for the UK's biggest event for the customer engagement world, Call & Contact Centre Expo!Call &...
2017 National Awards presented by The Forum

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High Peak
SK171DL

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Tuesday 8:30am - 5:30pm
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