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.