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. 

Virtual Best Practice Showcase – Quality & Operational Improvement

Published on 23 July 2026

Virtual Best Practice Showcase – Quality & Operational Improvement

Watch at your own pace

Event date: 23/07/2026 12:00 - 13:00 Export event

The Forum announced its Innovation, Partner, and Best Practice Award winners at the end of April 2026 and now comes the opportunity to understand “What” sits behind these award stories and what these Organisations, Teams and Individuals are doing to Raise Standards in their Customer Operations. The 2026 Best Practice Virtual Showcase brings together award‑winning teams, innovators, and industry leaders to share how they are raising standards in customer operations.

12:00 Introduction from Chris Rainsforth, Director at The Forum
12:05 Worldpay – hear how Back Office Quality was reshaped from centralised MI, developing AI to review complexity and completion against process and improving Knowledge Management.

HGS – discover how a learning programme was created and designed to build capability across the operation and as this is rolled out across the organisation is set to become the global blueprint for a unified training standard

12:35 Q&A
12:45 Session Ends

Webinar Recording

 

Jacqueline Spencer Awards Video

For more detail on the work she did in the Back Office Quality Automation

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