﻿<?xml version="1.0" encoding="utf-8"?><!--RSS Genrated: Sat, 06 Jun 2026 02:59:44 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[Agentic AI in Practice: Transforming Contact Centres and Beyond]]></title><link>https://theforum.social/resource-centre/library/agentic-ai-in-practice-transforming-contact-centres-and-beyond</link><description><![CDATA[ Agentic AI marks a new era in enterprise automation. Unlike traditional bots or scripted workflows, Agentic AI introduces autonomous digital agents that can reason, adapt and act independently ...]]></description><pubDate>Wed, 03 Jun 2026 10:47:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/agentic-ai-in-practice-transforming-contact-centres-and-beyond</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3039]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[RESET | REDEFINING]]></title><link>https://theforum.social/resource-centre/library/reset-redefining</link><description><![CDATA[ Across Customer Operations and Resource Planning, there is a growing realisation: we are still relying on outdated assumptions, legacy habits, and inherited “best practices” that no longer fit the ...]]></description><pubDate>Wed, 20 May 2026 12:40:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/reset-redefining</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3031]]></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</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>Mon, 27 Apr 2026 10:37:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/benchmarking-sickness-resetting-how-we-read-the-numbers</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-3025]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Reset | Redefining Outsourcing]]></title><link>https://theforum.social/resource-centre/library/reset-redefining-outsourcing</link><description><![CDATA[ For many organisations, outsourcing customer operations has historically been treated as a commercial transaction rather than a professional capability. Contracts are negotiated, suppliers are ...]]></description><pubDate>Wed, 08 Apr 2026 14:00:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/reset-redefining-outsourcing</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-2999]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Workshop: Why a ‘reset’ in vulnerability customer service is necessary now]]></title><link>https://theforum.social/resource-centre/library/workshop-why-a-reset-in-vulnerability-customer-service-is-necessary-now</link><description><![CDATA[    
  ]]></description><pubDate>Thu, 19 Mar 2026 14:30:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/workshop-why-a-reset-in-vulnerability-customer-service-is-necessary-now</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-2953]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Workshop: Opensource Tooling & Methods]]></title><link>https://theforum.social/resource-centre/library/workshop-opensource-tooling-methods</link><description><![CDATA[  
 
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  ]]></description><pubDate>Thu, 19 Mar 2026 13:30:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/workshop-opensource-tooling-methods</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-2952]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Workshop: Data Principles in a CCaaS World]]></title><link>https://theforum.social/resource-centre/library/workshop-data-principles-in-a-ccaas-world</link><description><![CDATA[  ]]></description><pubDate>Thu, 19 Mar 2026 10:30:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/workshop-data-principles-in-a-ccaas-world</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-2951]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Keynote: Redefining Data, Analytics & Insight]]></title><link>https://theforum.social/resource-centre/library/keynote-redefining-data-analytics-insight</link><description><![CDATA[    
  ]]></description><pubDate>Thu, 19 Mar 2026 09:30:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/keynote-redefining-data-analytics-insight</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-2950]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Workshop: Automated Quality]]></title><link>https://theforum.social/resource-centre/library/workshop-automated-quality</link><description><![CDATA[  ]]></description><pubDate>Wed, 18 Mar 2026 15:30:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/workshop-automated-quality</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-2982]]></dc:identifier></item><item><dc:creator><![CDATA[Leanne McNamee]]></dc:creator><title><![CDATA[Technology Showcase]]></title><link>https://theforum.social/resource-centre/library/technology-showcase</link><description><![CDATA[    
  ]]></description><pubDate>Wed, 18 Mar 2026 12:30:00 GMT</pubDate><guid>https://theforum.social/resource-centre/library/technology-showcase</guid><dc:identifier><![CDATA[1b1d67d1-4bbb-448d-9bb4-905332fcc0d2-2981]]></dc:identifier></item></channel></rss>