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. 

Planning for Messaging: Making It Work, Not Just Happen

Published on 24 September 2025

Planning for Messaging: Making It Work, Not Just Happen

Messaging is popping up all over customer service teams. WhatsApp, in-app chat, SMS – you name it, someone’s testing it. But here’s the truth: just launching a messaging channel isn’t enough. Doing it well takes some serious thought.

The struggles are real

Everyone’s starting from a different place. Some teams are heavily rooted in voice and are now exploring how to introduce messaging without rocking the boat. That brings up all kinds of questions – do you need a dedicated messaging team, or can voice agents do both? Does messaging get its own space, or sit alongside everything else?

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This article was first published in the 2025 Best Practice Guide - Raising Standards

To download a full digital copy of the Best Practice Guide, click here.

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Author: Leanne McNamee

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