Planning for COVID-19

The COVID-19 pandemic has impacted all of us and with schools now closed (until further notice) 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.

Planning for COVID-19, Free Learning Academy Series, Homeworking Webinar and Networking Group

We have designed a 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.

Simply click the link to register for these free learning academy modules, webinar and networking group. 

If you miss any of these webinars you can watch the recordings in your own time. The links to recorded webinars are posted at the bottom of this page.

Free Webinar: Planning for COVID-19 Networking call

16th April, 2pm

Open discussion allowing you to share the steps you’ve taken to manage and plan for COVID-19. This is an opportunity to listen to different approaches and learn from the mistakes and successes. Join this session as an observer/listener or actively participate, it's up to you, this is an open discussion for all resource planners and business leaders who want to learn and improve.

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

27th April, 2pm

2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.

This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.

 - “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson
 - 2020 Best Practice Guide launch and chapter review
 - 2020 Best Practice Programme – how to get involved

Leadership Forum - 2020 Vision: transformation & wellness

28th September, Grand Hotel Gosforth, Newcastle

This is a unique opportunity to meet your leadership peers. Shape the future direction of planning, insight and quality – and gain the sharpness of vision required to move forward purposefully.

We kick off the day with powerful keynote speakers and the chance to learn from 8 of our 2020 Transformation Award Finalists. Then, after a networking lunch, the Leadership Workshop is the chance to share with your peers the challenges of transformation and wellness.

Leadership Forum - 2020 Vision: transformation & technology

29th September, Grand Hotel, Gosforth, Newcastle

This is a unique opportunity to meet your leadership peers. Shape the future direction of planning, insight and quality – and gain the sharpness of vision required to move forward purposefully. 

We kick off the day with powerful keynote speakers, followed by the Leadership Workshop on transformation and technology. Then, after a networking lunch, you are invited to stay on for the conference workshops on Planning Best Practice, Quality & Insight or Planning & Wellbeing.

Leadership Forum

Catch up with the Leadership Forum

Join other leaders to network and enjoy inspirational speakers and discussion

Theme picker

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

Upcoming modules

We have a wide range of virtual modules coming up.

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
28th & 29th September 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,

Copyright © 2020 - All Rights Reserved -