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

Verint: The Open CCaaS Advantage

The CX challenges facing contact center leaders across the world have changed; top of the list is answering two pressing questions:

How do you do more with less?
How can you maximize workforce efficiency?
The Open CCaaS Advantage report explores how companies can overcome these challenges with an open approach to data, AI and contact center ecosystems.

The report demonstrates the shortcomings of traditional CCaaS solutions and gives you a guide to creating genuine ROI by building CX automation into the heart of your contact center applications.
 

Read more

Categories: Whitepapers

FourNet: Local Authority Digital Transformation Index

FourNet’s LADiT index is a go-to-map for every local authority considering the next steps in their digital transformation journey.

Our detailed CX analysis reveals the make-up of local populations with trends and analysis which will be critical for every council to consider when deciding how to invest in the latest tech and how to design their digital services and CX journey.
 

Read more

Categories: Whitepapers

Calabrio: State of the Contact Center 2025

Calabrio surveyed 400+ global contact center leaders, and the message is clear: AI is no longer the future – it’s here. With 98% of contact centers already using it, what’s its real impact?
 
In the 2025 State of the Contact Center Report, we reveal how to bridge the gap between AI, your agents, and the future of customer experience. 
Read more

Categories: Whitepapers

Call Miner 2025CX Landscape Report

Today’s customer experience (CX) landscape is more complex than ever. Customers engage with organisations across a growing range of channels — from calls and emails, to live chat and social media — and their expectations for speed, personalisation, and seamless service are rising just as fast. But the promise of omnichannel hasn’t necessarily lived up to the hype.
 
Read more

Categories: Whitepapers

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.