Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

2025 Awards Case Study: More calls, less waiting

Published on 26 June 2025

2025 Awards Case Study: More calls, less waiting

Newcastle City Council knew their contact centre was under pressure. Calls were taking too long to answer, complaints were rising, and staff were under pressure. They weren’t just getting more calls; they were handling longer and more complex questions from residents in tough situations. Something had to change.

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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