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. 

Awards Panel Discussion

Awards Panel Discussion
Hear best practice from a panel of individual and team award winners across Planning, Insight and Learning/Knowledge. Featuring SSCL, LNER, OVO Energy and HGS.
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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Awards Case Studies, 2026 Best Practice Showcase in-Person

Shaun Jardine, SSCL

Shaun Jardine, SSCL
Shaun Jardine, Planning Manager of the Year, SSCL describes how he has rebuilt the foundations of planning, introducing new techniques, tools and thinking to build trust ensuring Planning have a seat at the Leadership table
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Categories: Library, Planning & Resourcing, Awards Case Studies, 2026 Best Practice Showcase in-Person

BT Group

BT Group
BT Group explain how they connected governance, planning, technology, and leadership into a joined-up operating model. 
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Categories: Library, Planning & Resourcing, Data, Analytics & Insight, Strategy & Leadership, Awards Case Studies, 2026 Best Practice Showcase in-Person

Innovation of the Year, NFU Mutual

Innovation of the Year, NFU Mutual
Innovation of the Year Award winner, NFU Mutual, tell their award winning story of how they connected governance, planning, technology, and leadership into a joined-up operating model that demonstrates how to deliver strategic transformation at enterprise scale. 
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Categories: Library, Planning & Resourcing, Data, Analytics & Insight, Awards Case Studies, 2026 Best Practice Showcase in-Person

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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Categories: Library

Webinar - The Harrods Story: What It Really Took to Turn Data into Excellence in Partnership with Calabrio

Wednesday 20th May, 12:00

Webinar - The Harrods Story: What It Really Took to Turn Data into Excellence in Partnership with Calabrio

We’re excited to invite you to something truly special.

Join Calabrio for an exclusive webinar on 20th May at 12pm, where we’ll go behind the scenes with Harrods, one of the world’s most iconic luxury brands, renowned for its uncompromising focus on customer experience and excellence.

This is a rare opportunity to hear directly from Liz Whitehouse, Harrods Analytics Analyst, as she shares an honest, practical look at what it really takes to embed analytics and drive value.

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Categories: On-Demand Webinar Recording, Library, Data, Analytics & Insight

Benchmarking Sickness: Resetting How We Read the Numbers

Benchmarking Sickness: Resetting How We Read the Numbers

Our latest shrinkage benchmarking survey shows average sickness absence at around 8%. At first glance, this appears higher than last year’s 7.6%, suggesting an upward trend. That conclusion would be misleading.

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Categories: Library

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