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2025 Awards Case Study: Reinventing learning, one digital step at a time at ACCA

2025 Awards Case Study: Reinventing learning, one digital step at a time at ACCA

ACCA’s Training team went from quiet and traditional to bold and digital. They built fun, engaging content in-house, saved loads of money, and made learning something people actually want to do. Big impact, small team.

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Categories: Library, Awards Case Studies

Raising Standards

Raising Standards
This is a chance to understand The AA’s award story in the round and the benefits this has delivered for customers, colleagues and the company.
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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Awards Case Studies, 2025 Summer BPS In-Person

Focus on the Customer

Focus on the Customer
Hear Margot Vanwynendaele share the award-winning story from Trainline on how a new telephony system allows teams to focus on the customer.
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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, AI & Automation, Awards Case Studies, 2025 Summer BPS In-Person

Perfect Parnerships

Perfect Parnerships
 Centrical and Capita Customer Experience talk around what makes a “Perfect Partnership
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Categories: Library, Operational Improvement, Strategy & Leadership, Learning & Development, Awards Case Studies, 2025 Summer BPS In-Person

2025 Innovation of the Year - Brightwell Pensions

2025 Innovation of the Year - Brightwell Pensions
Hear from the overall Innovation Award winner Brightwell Pensions.
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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, AI & Automation, Back Office & Beyond The Contact Centre, Awards Case Studies, 2025 Summer BPS In-Person

2025 Best Practice Guide - Awards Edition

2025 Best Practice Guide - Awards Edition
This third edition of our Best Practice Guide includes the case studies from The Forum Awards, with all Innovation & Transformation, Partnerships and Best Practice finalists.
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Categories: Best Practice Guides

Partner Article: New Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations

Partner Article: New Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
The 2025 State of the Contact Centre report shows that balancing efficiency and empathy remains a challenge in the fast-changing customer experience space, with contact centres facing dynamic changes in how they work with AI 
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Categories: Partner News

Endnote: Raising Standards

Endnote: Raising Standards

Originally broadcast Friday 28th March 2025 at 13:30

Closing the week with practical tips on how to use learning to drive action and raise standards. 

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2025 Spring CSP Virtual

25 Years of Innovation & Transformation Keynote

25 Years of Innovation & Transformation Keynote

Originally broadcast Friday 28th March at 09:30

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Digital & Omni-Channel, 2025 Spring CSP Virtual

Technology Showcase: Calabrio

Technology Showcase: Calabrio
Driving the Next Chapter of WEM
Join Calabrio showcasing the latest innovations, enhanced capabilities, and strategic advancements in Calabrio ONE. Discover how their newest features are designed to elevate agent engagement, workforce optimisation, and analytics, helping organisations increase productivity, reduce attrition, and provide better sales and services to customers.

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Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, 2025 Spring CSP Virtual

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