Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
You need to log in to the website to download an e-book PDF of the Best Practice Guides. Click on My Account at the top right to register or Log In.

Published on 05 January 2022

Fiona Thomas

I’m Fiona Thomas and I’m a Senior Planning Manager for Sky. I’ve held various roles within Planning at Sky including management of Scheduling, Field Planning and currently Transformation and Change.

My contact centre journey began in 1999 in Morgan Stanley where I fell into the Planning world in 2006. Since then, I’ve held positions within Real Time, Scheduling, Forecasting, Dialler, Relationship Management and Department Head across Scottish & Southern Energy and Response before finding my current home in Sky.