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. 

Team Structure

Benchmarking key considerations for now and the future to understand best practice and readiness for whatever is next.

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Operational Support Report from Douglas Jackson

Douglas Jackson have published their Operational Support Report for 2025 offering opinion on what 2025 holds for the Operational Support functions. As part of this, they collate Salary Benchmarking for Senior Planning and Insight roles. We have summarised the key points raised within this report along with the benchmarking salary information and thank Perry Fletcher for sharing this insight with us and our community. Follow the QR Code if you would like to read the report in its entirety.

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The Challenge of Attrition

Attrition is a huge challenge for many of our members and we see a huge range, with external attrition ranging from 1.1% to 64%. For some, high attrition and rapid turnover drive up costs. They can’t deliver great service. For a few, low attrition can bring its own challenges.

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Beyond the Benchmark

Understanding the true industry standard for service levels. In this article we will explore the origins of the service level along with the variations that are being used to understand the right metric for your organisation.

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Shrinkage Benchmarking: understanding how we use time

What do the numbers mean and how can you compare your business against others?

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Understanding Standards and Creating a Learning Culture

Benchmarking is a critical skill for every professional, however, so called “industry standards” are often out of date and represent lazy benchmarking. The Forum aims to promote and elevate the art of benchmarking from “averages” to actionable learning. This article is designed to support the data presented in this year’s Best Practice Guide, challenge your thinking and help you to draw out meaningful learning so you can do something different.

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Challenging, Learning, Growing: The Assisted Learning Pathway Experience

Learning something new isn’t always easy. It can feel overwhelming, especially when juggling work, life, and everything in between. For those who joined The Forum’s Assisted Learning Pathway, it’s not just about learning new skills. It’s about changing how they think and work.

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Innovation and Transformation: From HBOS 2005 to Indeed 2024

Over the past two decades, the landscape of customer operations and business transformation has undergone remarkable change. From HBOS in 2005 to Indeed in 2024, priorities have shifted dramatically, evolving from workforce flexibility and process optimisation to AI-driven insights and hyper-personalised experiences. This journey reflects a continuous push toward innovation, efficiency, and customer-centricity.

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Categories: Library

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