Articles - The Forum

Hand hanging up the phone call closing spiel

The Best Call-Closing Statements – With Examples

elearning-laptop

New GROW Programme Launched

Customer Strategy & Planning Conference

13 Things We Heard at the Customer Strategy & Planning Conference

forum manchester event

2024 Customer Strategy & Planning Conference

The Latest Techniques for Call Centre Forecasting

Giving flowers as a gesture of goodwill

18 Goodwill Gestures to Build Better Employee Relationships

Pressure of Demanding Customers

How to Deal With Demanding Customers

Call Centre Predictions for 2022 Fortune Cookies

Contact Centre Predictions for 2022

Problems Facing Contact Centres Warning Sign

The Biggest Problems Facing Contact Centres Today

3D Graphs in different colours

20 Demand Planning Techniques for Your Call Centre

A photo of someone presenting analytics findings

A Checklist for Implementing… Speech Analytics

A picture of a network of people

17 Resource Planning Tools and Techniques You Should Know

A picture of 2020 balloons

20 Contact Centre Predictions for 2020

A photo of someone in consideration while looking across mountain range

23 Considerations to Make Before Implementing a New Digital Channel

A red paper plane is surrounded by yellow paper planes

Which KPIs Do I Need for Contact Centre WFM?

RBS members collecting the prize for the Innovation Award for Digital Transformation

Customer Contact Innovation Award Winners Announced

How Far in Advance Should You Publish Your Contact Centre Shifts?

10 Things They Won’t Tell You About Live Chat

The Top Ten Uses for Call Recordings

8 Quick Ideas From the Domestic & General Contact Centre

What Does Good Customer Service Look Like?

12 Top Tips to Reduce Inbound Call Volumes

17 Top Tips for Multichannel Customer Service

20 Things Advisors Can Do to Improve the Customer Experience