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. 

Webinar: How Moneypenny balances workforce autonomy with smart operational planning in partnership with Calabrio

Published on 06 March 2025

Webinar: How Moneypenny balances workforce autonomy with smart operational planning in partnership with Calabrio

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Event date: 06/03/2025 12:00 - 13:00 Export event

Moneypenny has transformed the way they manage their workforce - gaining real-time visibility into employee activity while preserving the autonomy that sets their service apart. Rather than being confined to a desk in the way traditional customer service roles are organised, Moneypenny’s team works with greater flexibility, whilst continuing to deliver exceptional service across 20 million calls and chats annually.

Join The Forum’s upcoming webinar, in partnership with Calabrio, to discover how Moneypenny has leveraged Calabrio WFM to move beyond rigid scheduling and outdated availability metrics - ensuring fairness, efficiency, and flexibility across their team.
 
What you’ll learn:

  • How Moneypenny achieves seamless service continuity without rigid scheduling
  • Why they prioritise human interactions over automation
  • How they optimise staffing across inbound, outbound, and multichannel support
  • Live Q&A with industry experts

Whether you’re a workforce management leader, CX strategist, or operations manager, this session will provide fresh insights into building a flexible, high-performance service team and how WEM solutions such as Calabrio can help along the way.

 

Speakers

 

Dave Vernon
Director of Membership & Best Practice
The Forum

Scott Budding
Manager, Sales Engineering (UK & EMEA)
Calabrio
 

Nicola Holding
Head of Operational Planning
Moneypenny

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