2025 Best Practice Guide
Raising Standards

Here is an example of how a Bespoke Learning Academy could look like for your organisation

You can view all the modules you need below. To see individual Modules in the showcase click on the dropdown at top left of the video. Module descriptions are below the videos.

You can gain Foundation Accreditation by watching at least one of the showcases below and completing this Accreditation Questionnaire. Send a copy of the questionnaire to your manager and accreditation@theforum.social for sign off. More information on accreditation can be found here.


You can download our Best Practice Guides here.

These modules are available to you until "Agreed Date"

Accredited Professionals

Congratulations to the following who have been accredited at Foundation Level
 - Jane Smith
 - Mohamed Ahmed
 - David Green
 - Karen Jones

Academy Launch & Tutorials

We can hold a launch for your academy so everyone understands how to access the modules and what they need to do to gain accreditation. We can also hold regular tutorials to layer in the learning and discuss how it is most appropriate to their role.

Start your learning

Your team get access to modules to help them focus on their learning, hear from other members on why learning is so important to them, how they build time into their diary for development and what they are doing differently because of this.

Your modules

We can add some of our box sets here or curate a set of individual modules that work best for your team.
Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Individual Modules

You can choose the modules from the full list that are most suitable for your team

Technology Showcase: Route 101

Originally Broadcast Thursday 16th October, 12:30

Join Route 101 for a dynamic session exploring how Zendesk can revolutionise back-office operations through intelligent omnichannel routing and email management.Discover how unstructured inboxes can be transformed into structured workflows, enabling smarter task planning, queue categorisation, and actionable analytics. With insights from Route 101’s systems integration experts, this showcase will highlight real-world examples and integrations - bridging the gap between back-office tasks, CCaaS, WFM and QM to unlock new efficiencies. 

Technology Showcase: National Support Network

Originally Broadcast Wednesday 15th October, 12:30

Compassion fatigue and how to help your teams to care without burning out. Every day, our colleagues are expected to show up with empathy for customers in vulnerable circumstances. But what happens when empathy itself becomes exhausting? That’s compassion fatigue. It’s not burnout - yet - but if ignored, it can take us there. Join Helen from the National Support Network in an interactive session. 

Technology Showcase: Calabrio

Originally Broadcast Tuesday 14th October, 12:30

What if supervisors and agents could chat to your WFM solution? What if resolving staffing issues took just one click? Workforce management (WFM) is entering a new era. Artificial intelligence is transforming the process of forecasting, scheduling, and employee engagement. In this session, Scott Budding from Calabrio unveils new Gen-AI capabilities with their award winning WFM including Agent and Supervisor Assist and Predictive Actions. The future of WFM is Workforce Intelligence. 

Technology Showcase: Verint

Originally Broadcast Monday 13th October, 12:30

Smarter. Faster. Stronger: How Verint Co-pilot Bots Supercharge Contact Centres. In today’s fast-paced customer experience landscape, efficiency and personalisation are no longer optional- they’re essential. Join us for an exclusive session as we reveal how Verint’s Co-pilot Bots are reshaping contact centres by automating micro-workflows, reducing average handling times, and significantly increasing agent capacity.

Opening Keynote #RaisingStandards

Originally Broadcast Monday 13th October, 10:30

Reset, Redefine & Raise Standards
This keynote launches the week by challenging us to turn intent into action. Explore how learning, reflection and ownership drive personal growth and organisational progress. Discover how tools like the Learning Tracker, Reflective Method, and the Learning Pyramid support continuous improvement. We'll explore how to break out of firefighting, align strategy with daily action, and shift from “being busy” to “making a difference”. It's time to reset habits, redefine success, and commit to doing things differently. Because done will always beat intended.