2021 Customer Strategy & Planning On-Demand

Click on the sessions below to watch the Keynotes, Workshops & Technology Showcases. Full access to these videos is part of your Forum Membership. To access these register or log in using the My Account link at the top of this page. If you do not have the access you expect please email advice@theforum.social.

Partner Article: The Contact Company Selects Calabrio WFM to Power BPO Operations

Calabrio, the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans. TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment.

Sensée and Bupa homeworking team named Outsourcer of the Year at the 2023 Northern Contact Centre Awards

Hammersmith, London. Sensée and Bupa are pleased to announce that their customer service homeworking team was named ‘Outsourced Contact Centre of the Year - Medium’ at the 2023 Northern Contact Centre Awards gala dinner on Friday night.

Sensée launches Surge emergency response service

Work-from-home CX specialist Sensée has launched an emergency response service for organisations needing extra trained personnel at short notice to manage spikes in customer contact.

2025 Awards Case Study: Automation improves onboarding and efficiency

Cheryl Whitfield developed Clive, an onboarding chatbot. Clive handled over 4,300 interactions in 11 weeks, helping new agents settle in quickly. He reduced managers’ workloads, improved information access, and boosted agent confidence. Cheryl’s work showed how simple automation can make a big impact.

2025 Awards Case Study: Transforming public sector insights at HGS

Steven Davison optimized public sector services at HGS. His data insights improved government decision-making, streamlined services, and enhanced efficiency.

2025 Awards Case Study: Building a global planning team that works

OVO needed offshore support that felt like one team. Firstsource made it happen—quickly. Service levels jumped, response times improved, and culture thrived. They trained together, chatted daily, and built trust across borders. A great example of people-first operational change.

The Art of Outsourcing: Getting It Right

Outsourcing is a tricky balancing act. Get it right, and it can transform your business. Get it wrong, and it can turn into a never-ending headache. Companies outsource for many reasons, like saving money, gaining expertise, or increasing scale. But success largely depends on managing the relationship well. To make outsourcing successful, follow these tips and avoid common mistakes. Also, learn why some businesses choose multiple outsourcers to spread their risk.