﻿<?xml version="1.0" encoding="utf-8"?><!--RSS Genrated: Fri, 17 Jul 2026 00:48:37 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[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><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Forecasting: Embrace the Unpredictable]]></title><link>https://theforum.social/resource-centre/library/forecasting-embrace-the-unpredictable</link><description><![CDATA[In a perfect world, contact centre demand would be a simple and predictable flat line. In reality it’s a complex concoction shaped by factors such as:
 
	 Seasonality patterns 
	 Marketing Spikes ...]]></description><pubDate>Wed, 15 Jul 2026 09:46:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/forecasting-embrace-the-unpredictable</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3078]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[The Power of Invisible Wins]]></title><link>https://theforum.social/resource-centre/library/the-power-of-invisible-wins</link><description><![CDATA[ Success is often measured by what we fix, because fixes are visible and immediate. But some of the most meaningful achievements are the ones no one experiences at all: the disruption prevented ...]]></description><pubDate>Thu, 09 Jul 2026 12:59:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/the-power-of-invisible-wins</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3063]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[The Evolution and Future of Resource Planning: From Ratios to Strategic Enabler]]></title><link>https://theforum.social/resource-centre/library/the-evolution-and-future-of-resource-planning-from-ratios-to-strategic-enabler</link><description><![CDATA[ Resource Planning has long been seen as the “engine room” of operational delivery in call and contact centres, but in reality, its reach is much wider. Over the past three decades, it has evolved ...]]></description><pubDate>Thu, 09 Jul 2026 12:51:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/the-evolution-and-future-of-resource-planning-from-ratios-to-strategic-enabler</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3062]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Workforce Leadership: Building a Future- Focussed Culture in Resource Planning]]></title><link>https://theforum.social/resource-centre/library/workforce-leadership-building-a-future-focussed-culture-in-resource-planning</link><description><![CDATA[  Introduction  
Workforce Leadership is more than the act of managing schedules or producing forecasts. It is about creating a culture where every decision, whether it’s allocating resources for ...]]></description><pubDate>Thu, 09 Jul 2026 12:43:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/workforce-leadership-building-a-future-focussed-culture-in-resource-planning</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3061]]></dc:identifier></item></channel></rss>