Exclusive access for NICE NUG only

As part of our Best Practice programme for Quality Management, The Forum & NICE are collaborating to offer NICE NUG members FREE access to on-demand material from The Forum. We also invite you to join our live networking events on Zoom, where members meet to share their latest work and discuss common challenges – book for each event via the links below.

Watch videos from our recent National Quality Conference and case studies from our 2020 Award winners

  • Quality & Improvement Keynote: Mark Billingham, COO at the Very Group
  • Npower case study: driving process improvement out of QA
  • William Hill case study: transforming customer experience though QA
  • Motability Operations case study: quality, coaching & knowledge management
  • Workshop Catchup: Skills that create Great Customer Conversations
  • Workshop Catchup: Measuring First Contact Resolution
  • Workshop Catchup: How to Get it Right First Time

Book to join our live virtual networking, where members meet to share their latest work and discuss common challenges.

2025 Awards Case Study: A story of collaboration

What started as two people sharing advice turned into a thriving support network for workforce planners. Now, members across industries share solutions, saving time and improving processes. They’ve even influenced system updates. Their success proves that sometimes, the best ideas come from simply talking to the right people.

2025 Awards Case Study: A year of change and challenge

When TSB restructured, the Planning Team had just five weeks to make it work. They mapped out new shifts, forecasted staffing needs, and ensured a smooth transition. The result? No forced redundancies, better efficiency, and a more flexible workforce. Their quick thinking kept the business running without a hitch.

2025 Awards Case Study: Making every second count

With just four people, this team transformed how the contact centre runs. They improved forecasting, cut wait times, and gave staff more control over their schedules. Rent call transfers dropped by 61%, and customer service improved. Their success proves that a small team can make a big difference.

2025 Awards Case Study: Taking control and delivering results

Real-time operations at the AA were disjointed. The team took control, centralising decision-making and cutting inefficiencies. Performance hit record highs, and engagement soared. It wasn’t easy—some resisted the shift. But by proving their worth, they turned a struggling function into one that leads from the front.

2025 Awards Case Study: A story of change and growth

Too much pressure. Too many new members. Something had to change. The team focused on smarter hiring, better training, and streamlining processes. The result? Less staff turnover, faster service, and happier customers. It took time, but now they’re ahead of demand instead of chasing it.

2025 Awards Case Study: Changing the game, one step at a time

OVO’s planning wasn’t keeping up with business growth. The team listened, built better forecasts, and made schedules more flexible. It wasn’t easy—some doubted the changes. But with patience and teamwork, they turned things around. Now, forecasting is accurate, staff feel more supported, and customers get better service.

2025 Awards Case Study: Raising the bar on customer experience

Quality control at Openreach used to be inconsistent. The team fixed that by introducing a clear, fair QA system linked to customer feedback. The results? A 12-point jump in customer satisfaction and better engagement from staff. Now, quality isn’t just about checking work—it’s about learning and improving together.

2025 Awards Case Study: Saying yes and making it happen

The NHSBSA Workforce Planning Team wanted a smarter way to develop talent. They focused on internal recruitment and training, boosting retention and workforce stability. Now, 77% of hires come from within, and forecasting is more accurate. Their work proves that planning isn’t just about numbers—it’s about giving people the right opportunities...

2025 Awards Case Study: Curiosity, collaboration, and patience

Understanding how agencies worked was the first step. The team mapped out every process, built tools to track efficiency, and helped direct £1m in smart investments. It wasn’t always easy—some were sceptical. By listening, showing value, and collaborating, they made agency operations smoother and more effective.

2025 Awards Case Study: Enabling a seamless CRM transformation

Rolling out a new system for 500 people in one go? No easy task. The training team at Loop made it happen, despite constant updates and delays. They upskilled trainers, adapted quickly, and kept operations running. The result? A smooth launch, better service, and a training team that’s stronger than ever.

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