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 11 September 2025

Webinar: Aligning People and Planning: Smarter Scheduling for Happier Agents in Partnership with Calabrio

Watch at your own pace

Event date: 11/09/2025 12:00 - 13:00 Export event

In today’s contact centers, scheduling is no longer just about filling shifts, it’s about empowering people, building flexibility, and creating an environment where agents feel engaged and supported. Because when agents are happier, they deliver a better experience for your customers.

That’s precisely what Lego, The AA, and Macmillan Cancer Support - all proud Calabrio customers - are doing. And now, they’re coming together to share how they’re rethinking forecasting and scheduling to create better outcomes for both their agents and their organizations.

In this session, you’ll hear how these leading brands are tackling some of the biggest challenges in workforce management. In an honest conversation, we’ll chat:

•   Designing flexible shifts that work for agents and the business - including smarter holiday and leave planning
•   Using AI to empower agents with self‑service
•   A deep dive into what’s working, what’s not, and what’s on the horizon
•   And how Calabrio brings it all together

Whether you’re a WFM leader or contact centre manager, you’ll walk away with real-world insights and practical ideas to build a smarter, people-first scheduling strategy that leads to happier agents and stronger results.

By registering for this webinar you are consenting to share your information with our partner.

Speakers:

•   Host: Phil Anderson, Director at the Forum
•   Guest Host: Scott Budding, Sales Engineering Manager at Calabrio
•   Simone James - Scheduling Manager, The AA
•   Mhairi Drummond-Smith, Resource Manager at Macmillan Cancer Support
•   Jo Gilbert-Button, Global Scheduling Manager at Lego

Bios:

Simone James - Scheduling Manager, The AA

Simone James is Scheduling Manager at the AA, where she has been making significant contributions for the past 19 years. Starting as a customer advisor, Simone advanced to a scheduler role, later taking on leadership positions overseeing real-time and scheduling teams. Simone is dedicated to fostering a people-first planning culture and raising standards across customer operations. Always looking to push boundaries and be brave, most recently Simone led the team to deliver guaranteed holidays, recharge days and "MyTime”. A proud Geordie, Simone lives in the North East and often enjoys a night out on "the toon."

Mhairi Drummond-Smith, Resource Manager at Macmillan Cancer Support

Mhairi is a Resource Manager with Macmillan Cancer Support. She works with the Macmillan Support Line, offering data and insights to forecast demand, build schedules and contribute towards data-driven decisions and recommendations. She has spent her career in contact centre environments in many roles across many different clients, eventually finding her way to Workforce Management and Resource Planning, spending 9 years in Workforce Management to date. Mhairi is passionate about data-based decisions and driving positive change through insights, balancing numbers with staff wellbeing.