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: How Moneypenny balances workforce autonomy with smart operational planning in partnership with Calabrio

Published on 06 March 2025

Webinar: How Moneypenny balances workforce autonomy with smart operational planning in partnership with Calabrio

Watch at your own pace

Event date: 06/03/2025 12:00 - 13:00 Export event

Moneypenny has transformed the way they manage their workforce - gaining real-time visibility into employee activity while preserving the autonomy that sets their service apart. Rather than being confined to a desk in the way traditional customer service roles are organised, Moneypenny’s team works with greater flexibility, whilst continuing to deliver exceptional service across 20 million calls and chats annually.

Join The Forum’s upcoming webinar, in partnership with Calabrio, to discover how Moneypenny has leveraged Calabrio WFM to move beyond rigid scheduling and outdated availability metrics - ensuring fairness, efficiency, and flexibility across their team.
 
What you’ll learn:

  • How Moneypenny achieves seamless service continuity without rigid scheduling
  • Why they prioritise human interactions over automation
  • How they optimise staffing across inbound, outbound, and multichannel support
  • Live Q&A with industry experts

Whether you’re a workforce management leader, CX strategist, or operations manager, this session will provide fresh insights into building a flexible, high-performance service team and how WEM solutions such as Calabrio can help along the way.

 

Speakers

 

Dave Vernon
Director of Membership & Best Practice
The Forum

Scott Budding
Manager, Sales Engineering (UK & EMEA)
Calabrio
 

Nicola Holding
Head of Operational Planning
Moneypenny

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