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: From Insight to Impact: How IGLU Is Using Quality & Analytics to Drive Operational Performance in partnership with Calabrio & Business Systems

Published on 24 April 2026

Webinar: From Insight to Impact: How IGLU Is Using Quality & Analytics to Drive Operational Performance in partnership with Calabrio & Business Systems

Friday 24th April, 12pm

Operational leaders are under increasing pressure to improve performance, maintain service quality and demonstrate measurable impact - all while managing rising demand and increasing complexity across channels.

In this session, we’ll explore how IGLU is using Quality Management and advanced Analytics within its WEM platform to move beyond compliance reporting and towards true operational control.

Featuring practical insight from IGLU’s recent WEM journey, alongside perspectives from Calabrio and Business Systems, we’ll discuss:

  • How Quality is evolving from compliance monitoring to performance enablement
  • How interaction Analytics can surface actionable operational insight
  • Practical steps taken to improve coaching effectiveness and visibility
  • The role of AI in enhancing Quality processes and reducing manual effort
  • Lessons learned from embedding Analytics into day-to-day operational decision-making

This session will provide real-world, practitioner-led insight for contact centre and operations leaders looking to unlock more value from their existing WEM investment and build a stronger, insight-led performance culture.

Speakers

Chris Rainsforth
Director
The Forum

Michelle Taylor
CX Consultant
Business Systems 

Ed Creasey
VP of Solution Engineering
Calabrio 

Sarah Jones
Head of Operational Excellence 
IGLU Cruise

Steven Fowler
Business Insights Manager | Operational Excellence
IGLU Cruise

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