Unlocking the Potential of Machine Learning: Opportunities, Interpretability, and a Balanced Approach

As organisations become more data-driven, machine learning (ML) is changing how we understand and use information. I’ve seen, in my work, the immense potential of ML. I’m excited about the opportunities it brings to all kinds of organisations. But, with these opportunities comes the duty to use ML wisely. I’ll share insights on ML’s key opportunities. I’ll discuss how to deepen our understanding. I’ll explain why tools like SHAP are vital for trust and transparency.

Categories: Library

The Future of Forecasting: Transforming Capacity Planning for Tomorrow

Forecasting and capacity planning are essential for aligning staffing levels with demand. This ensures businesses avoid over- or under-resourcing. Good planning turns strategy into action. It supports budgets. It also builds a base for flexible work and development. Without it, people strategies cannot succeed.

Categories: Library

Bad Habits That Kill Your WFM Strategy

Workforce management has evolved far beyond simple schedule creation.

Modern WFM strategies must balance complex variables including customer expectations, agent wellbeing, operational costs, and regulatory compliance whilst adapting to increasingly volatile demand patterns. Yet despite significant investments in sophisticated forecasting tools and analytics platforms, many contact centres continue to struggle with fundamental execution.

The changing face of contact centres: lessons from the UK

The UK Contact Centre Decision Makers Guide provides a deep dive into the latest trends shaping the industry. It highlights key challenges and opportunities. These include AI’s impact, workforce management and customer expectations. So, what can we learn from this year’s findings?

Categories: Library

Operational Improvement: How Collaboration Drives Success

Siloed working is one of the biggest challenges organisations face today. We’ve all felt the frustration when teams work alone. It leads to miscommunication, duplication of effort, and missed chances. But how do we move from a fragmented way of working to one where collaboration drives success?

Categories: Library

The Power of Reflection: A method for learning and driving improvement

Human nature dictates that we naturally find ourselves looking ahead. Looking forward to something sparks optimism and ambition. It shifts our focus to future ideas. This applies to planning holidays and birthdays, and to work challenges like budgeting and project planning.

Categories: Library

The Learning Pyramid: A framework for Growth & Innovation

The Forum has advocated learning since its inception in the year 2000, with an ethos grounded in Raising Standards, this not only applies to our teams and organisations but to us as professionals.

Categories: Library

The Evolution of the 8 Key Considerations

A Journey from Operational Efficiency to Purpose-Driven Workforce Strategy

Categories: Library

2025 Best Practice Showcase: Partnership Principles

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 a wide range of areas including, chatbots, robot workers, employee engagement platforms and technology stack transformations.

Team Structure

Benchmarking key considerations for now and the future to understand best practice and readiness for whatever is next.

Categories: Library

Member Resources & Library

Categories

Watch at your own pace