Download our 2021 Best practice guide

You can download the full Guide or individual chapters and request a printed copy to be posted to you.

 The annual theme helps provide a lens to take learning from the past and take into the future. This year The Forum is 21 years old and traditionally, turning 21 meant you got the key to the door. Find out more about this year's theme.

Read more about how you can get involved in our community here.

Welcome to The Forum

Raising Standards in Customer Operations. Established in 2000, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We are an independent and trusted space for learning and sharing, proud to welcome members into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.

Four Professional Communities Of Best Practice

You need never be alone. Join your peers, from all sectors and types of organisation. Keep up to date and learn from best-in-class with networking, best practice benchmarking and learning that is uniquely relevant to your own role.


Membership Is Your Gateway To Our Professional Network 

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.

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Annual membership is a launchpad for individuals and teams, with advice, networking & support.

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The Learning Academy & Accreditation

Our innovative, modular learning for all skill levels with over 140+ modules starting at just £45pp.

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Standards Benchmarking & Accreditation

Validate your approach, create a roadmap for improvement & learn how other organisations work. 

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We offer consultancy, training and discovery to provide a tailored solution to your problem.

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About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.


National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
The Forum,
PO Box 173
High Peak
SK17 1DL

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Professional Forums Ltd. Company Number: 3915800. Registered Address: Emperor’s Gate, 114a Cromwell Road, London, SW7 4AG