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
Webinar: 5 Ways to Transform Workforce Planning Using Interaction Analytics in Partnership with Business Systems

Published on 08 July 2025

Webinar: 5 Ways to Transform Workforce Planning Using Interaction Analytics in Partnership with Business Systems

Watch at your own pace

Event date: 08/07/2025 12:00 - 13:00 Export event

What if your contact centre conversations held the key to more informed forecasts, smarter scheduling, and fewer repeat contacts? 
In this insight-packed webinar, Business Systems’ CX Consultants explore 5 powerful ways interaction analytics is reshaping workforce planning in 2025. You’ll hear from WFM and speech analytics experts on how forward-thinking resource planning leaders can harness conversation insight, using it to improve everything from repeat contacts to agent coaching. 
Whether you’re already working with analytics or just exploring how voice data fits into your planning workflow, this session will help you see what’s possible (and what your competitors may already be doing!). 
 
What You’ll Learn: 
  • Discover what’s really driving demand in your contact centre 
  • Improve your forecasting using analytics to ensure right person, right place, right time 
  • Build smarter schedules based on conversation complexity 
  • Identify training gaps and personalise coaching using speech analytics 
  • Optimising AHT forecasting through interaction insights 

  
Perfect for planners who want to: 
Reduce over/understaffing guesswork 
Boost agent performance with targeted insights  
Align WFM and analytics teams 
Drive measurable improvements in CX and operational efficiency 

 

Speakers

Chris Rainsforth
Director
The Forum

Steven Fowler, 
CX Consultant 
Business Systems

Michelle Taylor, 
WEM Consultant
Business Systems

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