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. 

The Power of Invisible Wins

The Power of Invisible Wins

We often celebrate the fires we fight, not the ones we prevent. Yet true operational excellence lies in the quiet victories, the failures that never happened. These Invisible Wins reflect foresight, planning and good decisions. They form the hidden backbone of high-performing operations and recognising them means looking beyond the noise and valuing the work that stops issues forming in the first place.

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Categories: Library

The Evolution and Future of Resource Planning: From Ratios to Strategic Enabler

The Evolution and Future of Resource Planning: From Ratios to Strategic Enabler
As Resource Planning evolves from an administrative function to a strategic enabler, organisations must look beyond ratios and benchmarks to design teams that deliver value today while preparing for the future.
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Categories: Library

Workforce Leadership: Building a Future- Focussed Culture in Resource Planning

Workforce Leadership: Building a Future- Focussed Culture in Resource Planning
Workforce leadership is about more than managing schedules and hitting service targets. It’s about keeping the future in mind while navigating today’s pressures, breaking free from firefighting, building a culture of learning and leading with a solution mindset that drives innovation, resilience, and long-term success.
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Categories: Library

Be Bold & Transformational

Be Bold & Transformational
How to start doing something differently today through preparedness, luck & the power of resetting.
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Customer Expectations: Resetting Our Assumptions

Customer Expectations: Resetting Our Assumptions
In a recent networking group, customer experience professionals were asked to reflect on their own expectations as customers and how these compare with the expectations of the customers they serve. The themes that came back were consistent. They show what people really value in service interactions, and where organisations most often fall short. This article explores those insights and the practical lessons they offer for designing experiences that meet customer expectations reliably and effectively.
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Categories: Library

Customer Strategy & Planning

Customer Strategy & Planning

Breaking the Failure Loop and Building a Sustainable Path to Success

A joined-up approach to customer strategy is the difference between firefighting and sustainable success. This article explores how short-term performance measures, long-term performance indicators and a culture of learning can break the failure loop and position Resource Planning as the strategic brain, cultural heart, and operational nerve centre of today’s contact centre.

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Categories: Library

Agentic AI in Practice: Transforming Contact Centres and Beyond

Agentic AI in Practice: Transforming Contact Centres and Beyond

Agentic AI marks a new era in enterprise automation. Unlike traditional bots or scripted workflows, Agentic AI introduces autonomous digital agents that can reason, adapt and act independently within defined boundaries. These agents are not just reactive tools; they are proactive collaborators, capable of navigating complex tasks, learning from interactions and driving measurable outcomes.

This article explores how Agentic AI is reshaping contact centres, from customer experience and service delivery to planning and operational improvement. It will also highlight broader applications across sectors.

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Categories: Library

RESET | REDEFINING

RESET | REDEFINING
Across Customer Operations and Resource Planning, there is a growing realisation: we are still relying on outdated assumptions, legacy habits, and inherited “best practices” that no longer fit the complexity of today, let alone the volatility of tomorrow. To prepare for 2026 and beyond, organisations need more than incremental  improvement.
 
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