Upcoming Leadership Events

Are you a Director or Senior Leader? Join our regular forums to raise standards in customer operations together. The Forum holds events for leaders to network and hear from inspirational speakers throughout the year.

This Autumn The Forum will be hosting a series of Strategic virtual round-table discussions designed to develop thought leadership and best practice material. Our intention is to develop thought leadership around future workforce strategies, taking a look at steps taken during COVID-19 and the transition to the future. Each session will be recorded, with an edited transcription published and shared around the wider group and community. Future sessions will develop previous discussions and bring in new questions. Each month a new article will be published designed to be built upon exploring new different, but connected, topics. This will lead to a comprehensive article reflecting the comments of all sessions. Each discussion group will be kept small, to give each attendee the opportunity to contribute and answer the key questions, whilst allowing time for the topic area to grow.

The traditional working environment has been challenged, how will future workforce strategies look, thinking of the working environment, including: property, office-homeworking hybrids; suitable technology and business culture?

Strategy & Leadership Autumn Programme - Part 2

Virtually on 8th October, 09:30 - 11:30

How do we create a genuinely agile workforce? How can homeworking become a sustainable scheduling strategy? What does an office-homeworking hybrid look like for you?

The flexibility and agility of our business practices have been challenged, customer journeys have been redesigned and internal processes have been changed. Do we just return to how things used to be done, or do we rebuild a new way. To deliver the business strategy we need the right supporting workforce strategy, what could/should this look like, what shouldn’t happen?

Sponsored by

Strategy & Leadership Autumn Programme - Part 3

Virtually On 11th November, 09:30 - 11:30

What technology is required and what is currently missing to support the future working environment?

Whatever our future workforce strategy looks like, technology will play a huge part to support this. How has your current technology infrastructure supported you during disaster recovery, what has been key to current operations, what has been missing? What new technology needs to be considered?

Sponsored by


Strategy & Leadership Autumn Programme - Part 4

Virtually On 10th December, 09:30 - 11:30

How will the business culture change? What needed to stop, and this have been a great opportunity to change? What needs to remain, however it may be difficult to keep?

Every business has been impacted by COVID-19, as every employee life has changed due to lockdown measures and social distancing. How has the business culture changed or adapted to new working conditions? How could/should the business culture evolve, or change to thrive in the new normal?

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team

Catch up with past Leadership Forum Events

Planning & Insight in Field & Branch Operations

Next Date TBC

Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this session, you will understand;

 - The key drivers of performance and how to explain them
 - How to set up effective data, reporting & comms plans
 - Crucial elements of a good plan and their impacts, including shrinkage, models & forecasting

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

Hosted on 27th April 2020 by Phil Anderson and Paul Smedley

2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.

This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.

 - “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson
 - 2020 Best Practice Guide launch and chapter review
 - 2020 Best Practice Programme – how to get involved

Building and optimising Real-time RAG Models

Hosted on 10th March 2020 by David Preece

Drive decisions and continuous improvement by building effective RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.

- Learn how to set appropriate thresholds for in-day reporting
- Understand different ways of engaging the operation
- Create a learning mechanism to drive continuous improvement

Planning Workforce Strategies, Part 2

17th December, 09:30-11:30

Building from the previous networking group, this discussion will focus on supporting technology and the change in performance and culture. How do existing technologies support the new way of working and what other option are available? How has the culture changed, and is this by accident or design?

Planning Workforce Strategies, Part 1

19th November, 09:30-11:30

What will working patterns look like and how will the new office support this? This networking group will provide an opportunity to share what you and your organisation are currently considering post COVID-19 and an opportunity to benchmark and discuss different approaches. Part 1 will focus on office and homeworking, along with supporting working patterns.

1-Day Stakeholder Engagement and Communication

Date TBC

Learn how to create your own stakeholder map and communication plan, teaching you basic influencing skills to help you succeed. After this course, you will;

  • Understand how to identify stakeholders and use a mapping tool
  • Create a communication plan and engagement strategies for stakeholders
  • Be able to deploy simple influencing skills at work

Best Practice in Planning Assisted Learning Pathway

W/C 9th November, Virtual Learning

Learn how to apply the whole planning cycle, from capacity to scheduling & real-time, with the chance to explore further your role and where it fits in.

After this course, you will;

 - See how each planning stage impacts others
 - Explore the importance of handoffs and the data journey
 - Understand the importance of shrinkage and forecasting in maintaining an effective plan

Capacity Planning, Forecasting & Budgets Assisted Learning Pathway

W/C 9th November, Virtual Learning

This course gives you knowledge to support you in your role and overcome the obstacles you face, to help you create a culture of data-driven decision making.

After this course, you will understand;

 - The key numbers in a capacity plan & how to explain them
 - How plans & forecasts flows from strategy & budgets through the entire planning cycle
 - Managing data to ensure a single version of the truth

Scheduling & Wellness: Managing Flexibility Assisted Learning Pathway

W/C 9th November, Virtual Learning

Learn about lifestyle and wellness options that help balance people with business needs and explore the volatility of your operations’ workload.

After this course, you will understand;

 - How to analyse your flexibility requirements and opportunities
 - What options are available to improve your coverage while supporting wellness & lifestyle
 - How to develop a flexibility strategy that is a corporate asset

Operational Readiness & Effectiveness Assisted Learning Pathway

W/C 9th November, Virtual Learning

Learn how to determine the optimal approach and build an operational playbook, in order to improve your Real-Time function and tactical planning framework.

After this course, you will understand;

 - The role of Real-Time and how to add most value as analysts
 - The predictability/impact of events. How to set effective triggers and actions
 - How to analyse your flexibility demands and manage shrinkage

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 Series

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


Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

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