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 09 July 2026

Customer Strategy & Planning

The Problem
Many UK contact centres fall into a recurring Failure Loop: strategy is set without being embedded in the operating model, budgets are misaligned and underfunded, and operational teams are forced into firefighting. Flexible working policies further erode capacity, and Real-Time teams often take the blame when service levels fail. Despite decades of best-practice guidance and award-winning case studies, the loop persists because ownership is fragmented, firefighting is rewarded, and long-term learning is neglected.

The Approach
To break the loop, organisations must adopt a joined-up Customer Strategy & Planning framework. This means aligning short-term performance measures with diagnostic insights and long-term KPIs, embedding continuous learning, and evolving with customer trends, innovation, and people growth. A healthy planning culture requires transparency, collaboration across Finance, HR, and Operations, and a governance model that gives Resource Planning accountability across the end-to-end planning cycle.

The Solution
To break the loop, organisations must adopt a joined-up Customer Strategy & Planning framework. This means aligning short-term performance measures with diagnostic insights and long-term KPIs, embedding continuous learning, and evolving with customer trends, innovation, and people growth. A healthy planning culture requires transparency, collaboration across Finance, HR, and Operations, and a governance model that gives Resource Planning accountability across the end-to-end planning cycle.