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. 

2025 Awards Case Study: Stepping up and making an impact

Honor Foley transformed training at Novuna. She redesigned sessions to make them practical and engaging. Her work ensured employees were confident using new systems. She supported advisors, adapted training formats, and empowered teams. Her approach made learning smoother and more effective.

2025 Awards Case Study: Transforming back office operations

Graham Watson turned around a challenged Claims area. He reduced customer turnaround times by 80%. He improved service levels and reduced complaints by introducing workflow mapping, structured data, and better planning. These changes transformed the team’s work and created lasting benefits.

2025 Awards Case Study: Driving change through collaboration and initiative

Gerard Flynn improved global workforce planning at eBay. He streamlined forecasting, improved chat concurrency, and made reporting clearer. His data-driven approach reduced inefficiencies, improved customer satisfaction, and helped teams work smarter. His work showed how small changes can drive big improvements.

2025 Awards Case Study: Making power of attorney simpler for everyone

Emma Robinson fixed TSB’s Power of Attorney process. She improved training, enhanced the PowerApp, and simplified customer guidance. The rejection rate fell from 30% to 11%, complaints dropped by 30%, and £132,000 was saved. Customers got faster support, and staff felt more confident.

2025 Awards Case Study: Data transformation at Aldermore

David Brockway modernized Aldermore’s data processes. He mastered SQL and Tableau, consolidated siloed data, and automated reporting. His work provided clearer insights, improved decision-making, and saved time. His impact wasn’t just about better data—it was about helping the business work smarter.

2025 Awards Case Study: Driving change at Firstsource

Darren Harvey improved workforce management for a major utility client. He created a real-time data tracker, reducing abandonment rates and improving response times. His proactive approach ensured consistent service levels across multiple business lines. His work brought structure, clarity, and measurable results.

2025 Awards Case Study: Simplifying processes and supporting teams

Chloe Moir transformed scheduling at Sky Home Service. She introduced a new overtime request system, reduced admin tasks, and improved off-diary tracking. Her changes saved time, boosted engagement, and strengthened ties with her remote team in Mumbai.

2025 Awards Case Study: Automation improves onboarding and efficiency

Cheryl Whitfield developed Clive, an onboarding chatbot. Clive handled over 4,300 interactions in 11 weeks, helping new agents settle in quickly. He reduced managers’ workloads, improved information access, and boosted agent confidence. Cheryl’s work showed how simple automation can make a big impact.

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