2025 Best Practice Guide
Raising Standards

Welcome To The Forum

Raising standards in customer operations since 2000.

“Where innovation meets collaboration and ideas become action.”

We’re not your typical industry body, The Forum exists to inspire, connect, and empower contact centre professionals across every support role. Our members come together in a trusted, independent space to share fresh thinking, explore award-winning best practice and turn ideas into action. Through interactive learning, collaboration, and expert insight, we help you raise professionalism and deliver transformative results, for today and tomorrow.
"The Forum genuinely feels like a real community of togetherness. Comforting, friendly, collaborative, supportive and that people genuinely want to learn from and help one another. It really does feel like a family and I am proud to be a part of it".
Simone James, Scheduling Manager, The AA
Getting involved

Learn more

Join our innovative, welcoming and independent membership association. Our community of professionals is recognised as the go-to place for best practice in planning, analysis & quality in customer operations. Tailor your membership to meet your personal and business goals.
Best
Practice
Programme
Annual Best Practice Programme of virtual and 
in-person activities


Learning Academy 
&  Individual 
Accreditation
Flexible on-demand 
learning modules for all 
levels and skills


Standards Benchmarking 
& Organisation 
Accreditation
Validate your approach, create a roadmap for improvement & learn how other organisations work

Professional 
 Services & 
Consultancy
We offer consultancy, training and discovery to provide a tailored solution to your problem

Join the community

Join now

If you would like to know more around membership options or have an informal chat around joining The Forum please contact either:
Dave Vernon - Director of Membership & Best Practice
t: 07956 497 800

or

The Forum – Advice
t: 0333 123 5960 
The Forum Core Values
At The Forum, our values define who we are and how we work as a community of best practice. They guide everything we do – from our conferences and programmes to the way we connect with members every day. By living these values, we set the standard for professionalism in customer operations, creating a trusted, inclusive space where people can learn, share and transform together.

“Living our values is how we inspire professionalism across our community.”
We share knowledge, ideas, and experiences freely, creating a culture where everyone can learn and grow. By being transparent and approachable, we help colleagues across the industry build confidence and strengthen their professional practice.
We provide objective, evidence-based insights that are not tied to any single vendor or agenda. Our independence ensures that members can trust our guidance as they develop their skills and make informed decisions that are right for their organisations.
We challenge conventional thinking and encourage fresh approaches that improve
customer experience and operational excellence. By pushing boundaries, we help professionals step out of comfort zones and unlock new ways of working.
We empower individuals and organisations to achieve meaningful, lasting change. Through shared learning and innovation, we enable the evolution of support roles from transactional to strategic, driving higher standards across the profession.
We act with integrity, consistency, and fairness so that our members feel safe to engage, ask questions and share openly. Trust is the foundation of our community and the key to professional growth.
We welcome everyone, valuing diversity of thought, background and experience. By ensuring all voices are heard, we build a richer community that reflects and supports the breadth of the contact centre profession.