2025 Best Practice Guide
Raising Standards

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. 

AI and the future of Contact Centre Quality Assurance

Published on 24 September 2025

AI and the future of Contact Centre Quality Assurance

Whether you love it or hate it, AI is here. AI has had a bigger impact on Contact Centres than Analytics, WFM, Quality Management, Insight Dashboards, and other technologies we’ve used over the years. It’s as significant in our lives as mobile phones, broadband at home, smart devices and IoT have been.

It’s as transformative as e-commerce and online shopping has been to how we shop for just about everything we want and need. It’s as powerful as the huge asteroid in Deep Impact. It changes how we operate, not just in Contact Centres, but everywhere and for everyone.

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Author: Leanne McNamee

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