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

Published on 15 July 2026

Forecasting: Embrace the Unpredictable

In a perfect world, contact centre demand would be a simple and predictable flat line. In reality it’s a complex concoction shaped by factors such as:

Seasonality patterns
Marketing Spikes
Behavioural Shifts
Residual Noise - the layer of unavoidable randomness

No matter how advanced our algorithms are, a forecast is still only an informed expectation rather than a guarantee. When we staff only for the “expected average” we leave the customer experience and agent wellbeing vulnerable to the inevitable moments where reality deviates from the plan. Categorising the Complexity: To manage this “concoction” we can categorise what drives our demand:

Known Knowns: Historical patterns and seasonality that we can model with high confidence
Known Unknowns: Events we know will happen like a marketing launch or a system issue, but we cannot always time with 100% certainty
Unknown Unknowns (Residual Noise): The

This classification doesn’t have to be just a way of looking at the past, it can also be a tool for navigating the future. For example, when we quantify that residual noise leads to 10% fluctuations in our data, we have the option to bake it (or part bake) directly into our capacity plan to ensure we are staffed for both the predictable and the unpredictable. By building a staffing buffer that considers this residual noise, we are not “overstaffing” we are introducing a calculated safety net which is designed to absorb the Known Unknowns and Residual Noise.