Four communities of best practice and professionalism

Get connected to raise standards. As independent champions of best practice and professional development, we are widely recognised as the ‘go-to place’ for innovation in customer operations. Join our professional community and access best practice and learning resources, with year-round support. Extend your professional network, benchmark against the best in class and learn from the innovators and pioneers.

Card image cap

Planning & Resourcing: Put planning at the heart of your operational performance culture and customer communications, across every channel. Explore the latest framework for best practice in planning.

See more
Card image cap

Analytics & Insight: Turn data into insight and action. Do you want to make a difference? Rapid digital transformation and advances in data science provide a need for new skills and confident professionals, sharing best practice.

See more
Card image cap

Customer Experience: Put the customer at the heart of everything we do with insight and behaviour-based quality frameworks that set our people free to deliver for customers.

See more
Card image cap

Strategy & Leadership: Our professional network for industry leaders. Build a shared vision of how to raise standards, build effective teams and collaborate across functions to drive improvements.

See more

Sharing ideas and experience provides a springboard for change. We grow in confidence. We see what works and know the pitfalls to avoid. We can help you invest in the right place, to focus on what matters most, extend your reach and add value.” Paul Smedley, Chair & Founder at The Forum

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email, call 0333 123 5960 or contact any of The Forum team

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.


National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
The Forum,
PO Box 173
High Peak
SK17 1DL

Copyright © 2021 - All Rights Reserved -