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.

Published on 24 September 2025

Customer Complaints: Driving Improvement Through Data and Empowerment

With rising customer complaints, organisations must focus on complaints management. It’s now critical in all sectors. Businesses from banking to telecoms and retail, face rising customer dissatisfaction. This article looks at rising complaints and the challenges for organisations. It discusses how data-driven strategies and empowered staff can help manage them.

The growing complaints challenge

Complaints are rising in banking, telecoms (54% increase), and retail (42% increase). Banking complaints are at a decade-high. This trend is not limited to one industry. It’s a widespread challenge. Several factors contribute to this increase. The cost of living crisis and inflation have raised economic pressures. Customers are now more critical of the services they receive. When incomes fall, consumers expect more value and demand better service. They are likely to express dissatisfaction if their expectations aren’t met. Also, supply chain issues and staff shortages have caused delays. This has increased dissatisfaction.