2025 Best Practice Guide
Raising Standards

Member Resources & Library

Enjoy a trusted place where you can easily find solutions. See below for a sample of our articles and resources. Register and log in above to see a wider range. Forum Members have access to the full library by logging in. If you see a message that says an article does not exist, try logging in to view it.
If you do not have the access you expect or if you need help with your password, please email advice@theforum.social.

2025 Awards Case Study: Building a global planning team that works

OVO needed offshore support that felt like one team. Firstsource made it happen—quickly. Service levels jumped, response times improved, and culture thrived. They trained together, chatted daily, and built trust across borders. A great example of people-first operational change.

2025 Awards Case Study: AI that changed customer support

Merseyflow drivers struggled to find toll payment info, leading to high call volumes and unnecessary fines. Emovis teamed up with DLP to introduce an AI chatbot that answered 80% of customer queries instantly. Complaints dropped, digital adoption rose, and in just a year, the chatbot delivered a 240% return on investment.

2025 Awards Case Study: How Sky Retail transformed workforce planning with Deputy

Sky Retail lacked visibility — schedules often went unchecked and managers were left to make decisions based on guesswork. When Sky introduced Deputy’s workforce management platform, everything changed. Stores began to run more smoothly, shift adherence climbed to 95%, and trust grew between planning teams and frontline staff.  One small change sparked a big impact — giving Sky’s planning teams the clarity and insights they’d been missing.

2025 Awards Case Study: Customer service that works

Wheatley’s contact centre was struggling. Content Guru introduced a smarter, faster cloud system. Calls were handled better, wait times dropped, and satisfaction soared. This was more than just tech; it was about shared values. It focused on helping people, supporting communities, and creating something lasting.

2025 Awards Case Study: How an employee engagement platform transformed performance

Capita used Centrical’s gamification platform to cut handling times and boost call resolution. Managers saved time, and teams worked smarter. At first there were doubts, but when results rolled in, buy-in followed. A clever tool that changed how people worked.

2025 Awards Case Study: A Calabrio implementation that really paid off

Home Group replaced outdated systems with Business System’s’ cloud-based solution. Scheduling got easier, staff had more control, and efficiency jumped. Savings topped £16,000 a month. One year on, the benefits keep growing. A great example of what teamwork and tech can do.

2025 Awards Case Study: Transforming public sector insights at HGS

Steven Davison optimized public sector services at HGS. His data insights improved government decision-making, streamlined services, and enhanced efficiency.

2025 Awards Case Study: Driving change through collaboration

Sarah Rowell led NCFE’s workflow improvements. She enhanced communication, reduced delays, and empowered employees. Her efforts improved operational efficiency and team collaboration.

2025 Awards Case Study: Changing the game in digital learning

Rochelle Francis transformed ACCA’s online learning. She made engaging and flexible content. It boosted completion rates and supported different learning styles

2025 Awards Case Study: Elevating team growth and industry collaboration

Paul Gardner improved collaboration at Haier Europe. He built industry partnerships, strengthened workforce development, and optimized operations. His leadership fostered growth, efficiency, and innovation.

245678910Last