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.

Driving Strategy through Real Time

Daily Real Time tasks work best when they are fully aligned to overarching business goals and objectives.  If they are not, the result in wasted effort and add no value.
 - Learn how to identify the strategy of your business
 - Understand the language of engagement and the benefit of strategic communication
 - See how volatile businesses use Playbooks to their advantage

Driving Strategy through Capacity Planning

This course is part of the “strategic analyst” series of webinars, designed to help everyone in analytical roles become a more active contributor to their organisation’s strategic narrative.

In this webinar we will explore:
 -    What is strategy 
 -    Benefits of working at the strategic level 
 -    Making sense of your organisational strategy
 -    Building capacity plans with you strategy in mind
 -    Influencing strategy through capacity planning

Intro to The Planning Cycle

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs
 - Play a part in driving continuous improvement and become the nerve-centre of the business

The Strategy Pyramid

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Driving strategy through Forecasting

This course is part of the “strategic analyst” series of webinars, designed to help everyone in analytical roles become a more active contributor to their organisation’s strategic narrative.
In this webinar we will explore:
 -  What is strategy 
 -  Benefits of working at the strategic level 
 -  Making sense of your organisational strategy
 -  Forecasting with you strategy in mind
 -  Influencing strategy through forecasting

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Upcoming Conferences
Annual conferences dedicated to the needs of their communities.

On-Demand Conferences
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change. Available to Forum Members

Get in touch
The Forum,
PO Box 173
High Peak
SK17 1DL

Copyright © 2025 - All Rights Reserved - theforum.social

Professional Forums Ltd. Company Number: 3915800. Registered Address: Emperor’s Gate, 114a Cromwell Road, London, SW7 4AG