Virtual & Regional Networking Groups

Our professional community is a unique, safe place to meet and share best practice. Join one of our free member networking events to discuss your challenges and explore new ideas with like-minded professionals. If you are not yet a member, you are welcome too. Please book ahead, as space is limited and they can fill up fast.

Book the virtual events listed below or contact us if you would like an event near you once travel restrictions are lifted. We have recently held events in Ireland, Scotland, NE and NW England, Yorkshire, London and the Midlands.

Virtual Networking Group for Strategic Planning

5th October, 14:00-15:30

This networking group will focus on strategic planning, discussing the challenges of implementing a workforce strategy which delivers the business objectives within financial budgets.

Performance Culture

6th October, 10:30 - 12:00

Whether we work in operations, quality, continuous improvement, insight or planning. We all need to drive and improve performance. This networking group is a chance to:

- Share your top tips and ideas

- Learn from like minded professionals

- Discuss your challenges and crowd source solutions

Virtual Networking Group for Rail Industry

6th October, 14:00-15:30

This networking group is designed for those from the Railway industry, bringing together different operators to discuss current challenges, new ideas and solutions. Previous sessions have been attended by: LNER, Eurostar, South Western Railway, South Eastern Railway and ScotRail.

Virtual Networking Group for Planning for Wellbeing

7th October, 10:30-12:00

Understanding and balancing the needs of the business, customer and colleagues has never been harder and this discussion group will explore pitfalls to avoid along with new ideas to explore wellness and working patterns.

Virtual Networking Group for Real-Time Planning

7th October, 14:00-15:30

The role and expectation of Real-Time has never been more important to interpret live data and provide operational insight. This group will discuss current hot-topics as well as ideas to engage and influence stakeholders.

Virtual Networking Group for Analytics & Power BI

8th October, 10:30 - 12:00

This Insight and Power BI networking group provides an opportunity to discuss ideas with like minded professionals. In this session you can choose between two topics.

- Power BI & MI Reporting

- Delivering value with insight

Share your ideas, techniques and challenges, and learn from others.

Virtual Networking Group for Field, Branch and Back office Planning

9th October, 10:30-12:00

This group discussion will focus on planning for field services along with branch and back office, providing an opportunity to dig deeper into specific challenges and broader issues.

Virtual Networking Group For Knowledge Management

14th October, 13:00-14:30

This small discussion group is the chance to share experiences in gaining value from Knowledge Management and automated assistants, to support a better customer and colleague experience. This group is for practitioners working in customer operations, whether contact centres, back office, branch or field operations. There is no charge for members or other guests, but is not open to consultants or suppliers at this stage. Get in touch if you would like to be part of any future activities.

Virtual Networking Group For Speech Analytics

22nd October, 15:00-16:30

This small discussion group is the chance to share experiences in gaining value from Speech & Text Analytics, especially in managing quality and improving customer experience and end-to-end processes. This group is for practitioners working in customer operations and there is no charge for members or other guests. Get in touch if you are a supplier or consultant and would like to be part of any future activities.

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.

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?
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
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