﻿<?xml version="1.0" encoding="utf-8"?><!--RSS Genrated: Tue, 21 Jul 2026 02:09:31 GMT--><rss version="2.0" xmlns:atom="http://www.w3.org/2005/Atom" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:content="http://purl.org/rss/1.0/modules/content/" xmlns:ev="http://purl.org/rss/1.0/modules/event/"><channel><title>theforum.social - Library</title><link>https://theforum.social:443/resource-centre/library/rss/category/2773/library</link><atom:link href="https://theforum.social:443/resource-centre/library/rss/category/2773/library" rel="self" type="application/rss+xml" /><description>RSS document</description><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Forecasting With Foresight: Resetting and Redefining How We Look Ahead]]></title><link>https://theforum.social/resource-centre/library/forecasting-with-foresight-resetting-and-redefining-how-we-look-ahead</link><description><![CDATA[ Forecasting has always been about more than numbers. It is the disciplined art of looking ahead, balancing uncertainty with insight, shaping decisions at every level, and helping organisations ...]]></description><pubDate>Fri, 17 Jul 2026 09:37:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/forecasting-with-foresight-resetting-and-redefining-how-we-look-ahead</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3089]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Breaking Down Complexities in Scheduling Multi-Skilled, Multi-Channel Agents]]></title><link>https://theforum.social/resource-centre/library/breaking-down-complexities-in-scheduling-multi-skilled-multi-channel-agents</link><description><![CDATA[ Agents aren’t just on the phones anymore. They’re navigating voice, chat, email, social media, and back-office tasks—often within the same shift, sometimes within the same hour. What sounds like ...]]></description><pubDate>Fri, 17 Jul 2026 09:24:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/breaking-down-complexities-in-scheduling-multi-skilled-multi-channel-agents</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3088]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Capacity Planning: The Mindset We Need to Reset and Start Redefining]]></title><link>https://theforum.social/resource-centre/library/capacity-planning-the-mindset-we-need-to-reset-and-start-redefining</link><description><![CDATA[ Capacity planning has always looked cleaner on paper than it behaves in real life. We like to imagine tidy relationships between inputs and outputs, a straight line between demand, resource, and ...]]></description><pubDate>Fri, 17 Jul 2026 09:21:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/capacity-planning-the-mindset-we-need-to-reset-and-start-redefining</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3087]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Redefining QA in a Modern, Automated World]]></title><link>https://theforum.social/resource-centre/library/redefining-qa-in-a-modern-automated-world</link><description><![CDATA[ Automated Quality Assurance is becoming more accessible, and many organisations are asking how and when to adopt it. Yet the more fundamental question is not “Why automate QA?” but “Why do QA at ...]]></description><pubDate>Fri, 17 Jul 2026 08:58:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/redefining-qa-in-a-modern-automated-world</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3086]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Resetting AI Adoption in Customer Operations: From Tools to Capability]]></title><link>https://theforum.social/resource-centre/library/resetting-ai-adoption-in-customer-operations-from-tools-to-capability</link><description><![CDATA[ In 2026, most organisations are still deciding where AI fits, rather than redesigning how work, insight and resource decisions are made. We are experimenting with tools, but we have not yet embedded ...]]></description><pubDate>Wed, 15 Jul 2026 12:16:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/resetting-ai-adoption-in-customer-operations-from-tools-to-capability</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3084]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[The value of validation: How your capacity plan earns its credibility]]></title><link>https://theforum.social/resource-centre/library/the-value-of-validation-how-your-capacity-plan-earns-its-credibility</link><description><![CDATA[ Validation is the discipline of testing whether your capacity planning model reflects operational reality. Without it, errors can persist unnoticed, leading to overstaffing or understaffing by 10% ...]]></description><pubDate>Wed, 15 Jul 2026 11:53:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/the-value-of-validation-how-your-capacity-plan-earns-its-credibility</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3083]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Benchmarking Sickness: Resetting How We Read the Numbers]]></title><link>https://theforum.social/resource-centre/library/benchmarking-sickness-resetting-how-we-read-the-numbers-3</link><description><![CDATA[ Our latest shrinkage benchmarking survey shows average sickness absence at around 8%. At first glance, this appears higher than last year’s 7.6%, suggesting an upward trend. That conclusion would be ...]]></description><pubDate>Wed, 15 Jul 2026 10:58:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/benchmarking-sickness-resetting-how-we-read-the-numbers-3</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3082]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Shrinkage Revisited: From Benchmarking Numbers to Understanding Time]]></title><link>https://theforum.social/resource-centre/library/shrinkage-revisited-from-benchmarking-numbers-to-understanding-time</link><description><![CDATA[ Shrinkage has always attracted attention, across our industry. It remains one of the most frequently requested benchmarks, often driven by a simple question: how do we compare to others? But as with ...]]></description><pubDate>Wed, 15 Jul 2026 10:50:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/shrinkage-revisited-from-benchmarking-numbers-to-understanding-time</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3081]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Rethinking Skills in the Age of AI]]></title><link>https://theforum.social/resource-centre/library/rethinking-skills-in-the-age-of-ai</link><description><![CDATA[ As organisations move into a new era of work, we are being pushed to reset long-held assumptions about what capability looks like. Much like customer operations, our own skills and habits carry ...]]></description><pubDate>Wed, 15 Jul 2026 10:24:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/rethinking-skills-in-the-age-of-ai</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3080]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[The Power of New Perspectives: How Rising Stars Help Shape Change]]></title><link>https://theforum.social/resource-centre/library/the-power-of-new-perspectives-how-rising-stars-help-shape-change</link><description><![CDATA[ Across many environments, established ways of working can slowly narrow perspective. Processes that once made sense become unquestioned routines. Metrics continue to be tracked long after their ...]]></description><pubDate>Wed, 15 Jul 2026 09:56:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/the-power-of-new-perspectives-how-rising-stars-help-shape-change</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3079]]></dc:identifier></item></channel></rss>