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.

Published on 28 January 2026

2026 Best Practice Guide - Reset | Redefining

2026 marks an inflection point for Customer Operations. Technology is accelerating, expectations are rising, and the organisations that thrive will be those willing to reset how they think and redefine how they work. But this shift is not simply about adopting new tools or reorganising teams. It requires something deeper:

A change in mindset, and a recognition that every decision touches a system, a living, interdependent system of people, processes, technology, and culture. For too long, our industry has tried to fix problems through isolated initiatives: new KPIs, new tech, new dashboards, new processes. But as many of the articles in this guide show, these interventions rarely land if the underlying system is unchanged.