How do we know we are doing a good job? Knowing whether you’re doing a good job requires clearly defined goals, consistent evaluation and alignment with expectations. When we talk about Raising Standards, we are referring to defining and developing expectations and outputs. This helps us to structure our thinking in a forward direction that keeps improving.

25-years ago The Forum was formed to support contact centre professionals who were looking for validation, direction and a community of likeminded people. 25-years later we have established a vibrant community of best practice who are energised to learn, share and innovate. 25-years from now we want to remain a constant support system which evolves and disrupts thinking to keep raising standards.

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This article was first published in the 2025 Best Practice Guide - Raising Standards

To download a full digital copy of the Best Practice Guide, click here.