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. 

The changing face of contact centres: lessons from the UK

Published on 01 August 2025

The changing face of contact centres: lessons from the UK

The world of contact centres never stays still. Customer expectations are changing. New technology is coming in, and businesses want to keep up while staying personal. Whether you run a contact centre, manage a team, or work on the frontline, one thing is clear – change is happening fast.

The UK Contact Centre Decision Makers Guide provides a deep dive into the latest trends shaping the industry. It highlights key challenges and opportunities. These include AI’s impact, workforce management and customer expectations. So, what can we learn from this year’s findings?

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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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