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We are looking forward to continuing to work with Benenden Health and BT Group.

We would also like to welcome Places for People and Zurich 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/TheForumBecomingAMember

Why communication is such an issue for financial services organisations and what can you do about it? Wednesday 18th September 2024, 12-1pm

Nivo’s creative ‘Verified identity messaging’ solution provides a fresh and different approach to communicating with customers.

We are really looking forward to this webinar with new associate member Nivo next week. Mat Elliott will be joining us as he will share his lessons from working with over 100 financial services brands and how to solve these problems.

Register now: https://www2.theforum.social/NivoWebinarSept24

NEW!

To make learning easier for you we are evolving our Virtual Network Groups. Our new special interest groups will drive new discussion, shaping ideas into best practice and pioneering new ways, which will be shared at the virtual networking groups.

Insight Networking Group - Tuesday 17th September, 14:00
In this session we will playback our recent special interest group on Forecasting and Machine Learning. We will also discuss the learnings from this group and how we can use this to change our reporting and insight to drive improvement across the business.

Operational Improvement Networking Group - Thursday 19th September, 10:00
Operational Improvement relies on a number of factors. Working together across QA, Knowledge Management, training and coaching can drive even greater improvement across the business.

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

For many organisations Consumer Duty legislation is transforming the way we think about quality and customer service. Rather than thinking transactionally and breaking customer service into a series of tick boxes it focusses on customer outcomes. Even if we don’t work in an FCA regulated environment it is worth exploring the principles behind consumer duty if we want to deliver great customer service. At the end of the day our customers don’t care about how many boxes we have ticked. What they do care about is their outcome.

Read more: https://www2.theforum.social/BPG24ConsumerDuty

To download a full digital copy of the Best Practice Guide: https://www2.theforum.social/DownloadYour2024BestPracticeGuide

🌟 NEW!🌟

To make learning easier for you we are evolving our Virtual Network Groups. Our new special interest groups will drive new discussion, shaping ideas into best practice and pioneering new ways, which will be shared at the virtual networking groups.

Planning Networking Group - Tuesday 10th September, 10:00
In this session we will review our on-going benchmarking survey on Shrinkage, Service Levels and Attrition and give you the opportunity to contribute if you haven’t already. We will also talk about the structure of your Planning teams to compare and contrast. We will have time to feedback on our recent special interest group on annual leave.

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

We are looking forward to continuing to work with Bank of Ireland, Capital One and Vitality.

We would also like to welcome Alliance Medical as a L&D member and Allianz Ireland as new member.

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

Save the dates: 2024 Autumn: virtual & in-person conference

Virtual running from Monday 14th to Friday 18th October.
In-person day on Tuesday 5th November 2024, Delta by Marriott - Nottingham Belfry Hotel.

Get them in your diary now!

Find out more: https://theforum.social/events/conferences

Most bad Trustpilot reviews trace back to email, post and phone. Why is that, and how can Verified Identity Messaging help?
Wednesday 18th September 2024, 12-1pm

Most bad reviews trace back to poor communication, email, phone, and post. Web portals, Omnichannel, and chatbots aren't solving the problem. There is a better way; introducing Verified Identity Messaging...

In this webinar, Mat Elliott of new partner Nivo, will share his lessons from working with over 100 financial services brands on how to solve these problems

Register now: https://www2.theforum.social/NivoWebinarSept24

The modern contact centre has arrived

Make sure your agents don’t get left behind

Contact centres have traditionally been restrictive environments; contact volumes are constantly in flux and agents must be available to meet customers’ needs at all times. But as work-life balance and flexibility become more important to employees across all industries, these agents can’t be left behind.

So, what can contact centres do to balance their needs with those of their agents? And what do they stand to gain?

Read more from QStory: https://lnkd.in/e2yw9QUs

This article was first published in the 2024 Best Practice Guide - Shaping the Future

Download a full digital copy of the Best Practice Guide: https://lnkd.in/eaS7UVDs

We are looking forward to continuing to work with Johnson Controls

We would also like to welcome Cadent Gas Limited, Genesys and Gold Medal 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://lnkd.in/en7JyMZa

Our Assisted Learning Pathways start again on Monday 9th September with a launch week of virtual activity followed by 6-months of virtual support. Over 280 people have completed the Assisted Learning Pathway in the last year, all achieving accreditation, along with the confidence to succeed.

If you have a clear learning objective and personal development plan, the Assisted Learning Pathway will help you to accelerate and enhance these results.

Even you are not sure what to focus on, or are unsure of your learning objectives, the Assisted Learning Pathway will help you to identify where you can improve and add value.

Find the right pathway for you here: https://lnkd.in/e-cd9zbb

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

Call & Contact Centre Expo UK is now open for registration and we are delighted to partner them once again to offer four training sessions on 27th and 28th November.

Register now for free: https://lnkd.in/eBZybn49

How Knowledge Management supports front-line colleagues

Francis Bacon said “knowledge is power” – and when it comes to your contact centre and the frontline of customer demands, knowledgeable agents are empowered agents, able to do their
best work. By championing access to existing team knowledge, experience, and ideas, Knowledge
Management provides a single source of truth, breaking down knowledge silos across the enterprise – with stunning results.

Read more from Alan Gates EMEA Senior Solutions Consultant Verint here: https://lnkd.in/ezbqhTnt

To download a full digital copy of the Best Practice Guide: https://lnkd.in/eaS7UVDs

We are looking forward to continuing to work with eBay, Ecotricity, Hiscox, and OVO

We would also like to welcome Gold Medal and Nivo 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://lnkd.in/en7JyMZa

We want to acknowledge recent members who have been officially accredited by The Forum. Congratulations in your success, Kenny Lang, Ethan McQuillan, Gary Pearson, Joel Kingsley, Megan Hulatt, Charlotte Evans, Georgina Barrett, Shona Wright, Lucas Justo, Joanne Gilbert-Button, Bethany Cobb, Kierron Kinley, Jade Earp and Sharon Perry.

Our next Assisted Learning Pathway cohort will be launching Monday 9th September.

Book your place and become accredited: https://www2.theforum.social/AssistedLearningPathways

Addressing early attrition: a fresh approach to recruitment and onboarding

Within the contact centre sector, the challenge of high attrition rates is widely acknowledged. A revealing insight from a recent ContactBabel study highlights that 84% of attrition is cited as being due to the ‘wrong person for the job,’ incurring a significant cost of £4.5k per advisor.

This raises an important question: Is it truly a case of hiring those not suitable for the role, or are new hires encountering “job shock” due to a misrepresented reality of their roles during the recruitment process?

Read more: https://www2.theforum.social/BPG24EarlyAttrition

To download a full digital copy of the Best Practice Guide: https://www2.theforum.social/DownloadYour2024BestPracticeGuide

Welcome to the newest member of our Partner Community, Nivo. Nivo is an app-based platform facilitating seamless communication between financial service providers and customers through Verified Identity Messaging (VIM). With over 100 financial services institutions already using Nivo, the platform delivers significant improvements across servicing and onboarding processes, including Know Your Customer (KYC), Bereavements, Complaints, and Mortgage and Loan Applications.

Find out more: https://theforum.social/resources/partners-directory/supplier-directory-articles/nivo