Podcast ¦ Get out of wrap: 215 – Chris Rainsforth of The Forum back by public demand

Key Take Aways

1. The Forum is celebrating its 25th anniversary in 2025, presenting an opportunity to reflect on industry evolution and future directions.
2. The Best Practice Guide, a key resource for industry professionals, has evolved to provide a wealth of high-value content largely derived from member contributions.
3. Member consultation is integral to the development of Best Practice content, ensuring relevance and applicability.
4. The Forum emphasizes practical applications of technology, aiming to showcase real-life solutions rather than theoretical knowledge.
5. Virtual conferences will be held to facilitate in-depth discussions on contemporary issues affecting the contact center industry.
6. A focus on enduring challenges—such as absence management, cost control, and technological adaptation—remains critical in the evolving landscape.
7. There is a growing importance of personal considerations in leadership and management approaches, necessitating more personalized engagement with team members.
8. The awards process encourages collaboration and knowledge sharing among finalists, fostering a culture of continuous learning.
9. The Forum strives to be a learning organization, emphasizing the importance of community engagement and support for members.
10. Recognition of industry successes through awards enhances best practices and encourages further innovation in the sector.
11. New topics of leadership and customer relationship management reflect changing societal values and customer expectations.
12. Networking events and best practice sharing create opportunities for growth and improvement in operational efficiency.

Key Statistics

• The Forum has reached a record number of submissions for awards this year, surpassing any previous year in its 25-year history.
• The typical average for employee absence is estimated to be two to three occurrences per employee per year.

Key Discussion Points

1. The evolution of the Best Practice Guide as a dynamic resource due to member input.
2. The focus on technology as a continuous challenge that leaders must navigate.
3. The importance of addressing enduring challenges within the contact center industry.
4. The need for a more nuanced and considerate approach in managing diverse employee needs.
5. The role of the Forum in enabling learning and collaboration within the industry.
6. Insights into the practical application of AI and machine learning in decision-making processes.
7. The importance of recognizing customer complaints as opportunities for enhancement.
8. The significance of collaborative case studies and storytelling in the awards process.
9. The influence of changing societal values on leadership styles and operational models.
10. The benefits of virtual conferences in providing on-demand learning opportunities.
11. The Forum’s commitment to making industry best practices accessible to all.
12. The varying challenges faced in engaging with different demographics and belief systems in the workplace.

Podcast Description

In this episode, we explore the dynamic landscape of the contact center industry with Chris Rainsforth from the Forum, as they celebrate 25 years of service and support. The discussion highlights key initiatives, such as the newly launched Best Practice Guide, the importance of member collaboration, and the upcoming virtual conferences aimed at engaging professionals in crucial industry discussions. The conversation also delves into the enduring challenges of leadership and technology while emphasizing the necessity for personalized management approaches in today’s diverse workplace. Tune in to gain insights from real case studies, innovative practices, and strategies for continuous improvement in our sector.