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

Bad Habits That Kill Your WFM Strategy

Workforce management has evolved far beyond simple schedule creation.

Modern WFM strategies must balance complex variables including customer expectations, agent wellbeing, operational costs, and regulatory compliance whilst adapting to increasingly volatile demand patterns. Yet despite significant investments in sophisticated forecasting tools and analytics platforms, many contact centres continue to struggle with fundamental execution.

2025 Hybrid Working in the Contact Centre survey results: how does your centre compare?

The 4th survey in the Hybrid Working in the Contact Centre survey series (2016, 2019, 2022 and 2025) shows that hybrid working is here to stay. Learn what the most popular contact centre hybrid working models are today, about the main WFH/hybrid issues organisations are experiencing and the main benefits they are realising, how homeworker performance compares with office workers, and what technologies are being used to support WFH/hybrid operations. 100 UK contact centres were surveyed.

Deliver Outcomes, not just AI

Deliver Outcomes, not just AI – an article by one of our learners Tom Hunt from Verint.

Partner Article: New Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations

The 2025 State of the Contact Centre report shows that balancing efficiency and empathy remains a challenge in the fast-changing customer experience space, with contact centres facing dynamic changes in how they work with AI 
Read more

Categories: Partner News

Partner Article: From Discovery to Delivery: Here’s a Proven Methodology to CX Success at Sabio

Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone.

In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here's the thing: successful CX transformation isn't about jumping on the latest tech bandwagon — it's about following a proven roadmap to results. 

For many of our 650+ customers globally, this is where our three-phase methodology has helped global brands turn CX challenges into triumphant successes.