2025 Best Practice Guide
Raising Standards

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2025 Best Practice Showcase: Partnerships

Watch at your own pace

The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover all things WFM and WFO,

2025 Hybrid Working in the Contact Centre survey results: how does your centre compare?

The 4th survey in the Hybrid Working in the Contact Centre survey series (2016, 2019, 2022 and 2025) shows that hybrid working is here to stay. Learn what the most popular contact centre hybrid working models are today, about the main WFH/hybrid issues organisations are experiencing and the main benefits they are realising, how homeworker performance compares with office workers, and what technologies are being used to support WFH/hybrid operations. 100 UK contact centres were surveyed.

The Evolution of Planning

First broadcast Tuesday 1st July 2025, 12:00

Some things will always matter. Businesses will always need to balance customer demand, employee needs, and business goals. Planning will still rely on data, but how that data is used will keep evolving.

Technology will continue to speed things up. AI and automation will take over more of the routine tasks, but that doesn’t mean planners will become less important.

2025 Awards Case Study: Betting on Innovation

How a Global Sports Betting & iGaming Leader transformed Workforce Management in the UK & Ireland

2025 Awards Case Study: WEM implementation in action

Novuna’s old contact centre setup slowed everything down. Verint helped streamline tools, improve scheduling, and slash digital response times. Staff now feel supported, customers get answers faster, and data drives improvements. Not just an upgrade—a whole new way of working.

2025 Awards Case Study: How implementation of Calabrio and AWS transformed customer service

Trainline revamped its contact centre with SVL. Call routing was simplified, handling times dropped, and coaching time rose. Tech did the heavy lifting, so teams could focus on helping customers. A solid partnership that made day-to-day work easier for everyone.

2025 Awards Case Study: Saving time and millions with digital workers

Aldermore automated 40 processes in a year, saving £3 million. With Robiquity and UiPath, they built 65 digital workers and upskilled their own team. The goal wasn’t just efficiency—it was to free people up for more meaningful work. And it worked.

2025 Awards Case Study: Redefining workforce flexibility

eBay wanted to give their customer service teams more control over their schedules. QStory made it happen. Shift flexibility skyrocketed, managers spent less time on admin, and employees felt trusted. The result? A system where everyone wins—better efficiency for the business and a happier, more engaged workforce.

2025 Awards Case Study: Delivering more for employees whilst protecting performance through WFM

Peopleware’s flexible scheduling cut hours and improved forecasting, boosting morale and making staff feel valued. With fewer backlogs and happier teams, Tructyre created a more sustainable way to work.

2025 Awards Case Study: Smoothing out scheduling

Jet2’s reps used spreadsheets and PDFs—confusing, slow, and inconsistent. Peopleware brought in real-time scheduling across Europe. Now managers have visibility, compliance is easier, and rostering takes minutes, not days. A smart system that’s helped Jet2 grow without added stress.

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