2025 Best Practice Guide
Raising Standards

Member Resources & Library

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Technology Showcase: National Support Network

Originally Broadcast Wednesday 15th October, 12:30

Compassion fatigue and how to help your teams to care without burning out. Every day, our colleagues are expected to show up with empathy for customers in vulnerable circumstances. But what happens when empathy itself becomes exhausting? That’s compassion fatigue. It’s not burnout - yet - but if ignored, it can take us there. Join Helen from the National Support Network in an interactive session. 

Keynote - Insight

Originally Broadcast Wednesday 15th October, 09:30

Forward thinking insight

Explore how leading customer operations teams are using data, analytics, and insight to drive transformation. Highlighting the shift from traditional reporting to real-time, embedded, and prescriptive analytics that directly influence customer and workforce outcomes. 

Technology Showcase: Calabrio

Originally Broadcast Tuesday 14th October, 12:30

What if supervisors and agents could chat to your WFM solution? What if resolving staffing issues took just one click? Workforce management (WFM) is entering a new era. Artificial intelligence is transforming the process of forecasting, scheduling, and employee engagement. In this session, Scott Budding from Calabrio unveils new Gen-AI capabilities with their award winning WFM including Agent and Supervisor Assist and Predictive Actions. The future of WFM is Workforce Intelligence. 

Technology Showcase: Verint

Originally Broadcast Monday 13th October, 12:30

Smarter. Faster. Stronger: How Verint Co-pilot Bots Supercharge Contact Centres. In today’s fast-paced customer experience landscape, efficiency and personalisation are no longer optional- they’re essential. Join us for an exclusive session as we reveal how Verint’s Co-pilot Bots are reshaping contact centres by automating micro-workflows, reducing average handling times, and significantly increasing agent capacity.

Opening Keynote #RaisingStandards

Originally Broadcast Monday 13th October, 10:30

Reset, Redefine & Raise Standards
This keynote launches the week by challenging us to turn intent into action. Explore how learning, reflection and ownership drive personal growth and organisational progress. Discover how tools like the Learning Tracker, Reflective Method, and the Learning Pyramid support continuous improvement. We'll explore how to break out of firefighting, align strategy with daily action, and shift from “being busy” to “making a difference”. It's time to reset habits, redefine success, and commit to doing things differently. Because done will always beat intended.

Planning for Messaging: Making It Work, Not Just Happen

Messaging is popping up all over customer service teams. WhatsApp, in-app chat, SMS – you name it, someone’s testing it. But here’s the truth: just launching a messaging channel isn’t enough. Doing it well takes some serious thought.

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Categories: Library

Bridges: From here to there

The picture above, many will recognise, is the Severn Bridge. It is also the view from my friend’s back garden. It’s a magnificent view and connects England with Wales across a huge and extraordinary expanse of water. Bridges connect places: some are huge, others exceedingly small. Some are incredible feats of engineering, others a plank across a muddy gap. We use the word ‘bridge’ as a verb. Something we do. We ‘bridge the gap,’ and it is the gap that interests me more than the bridge. We ‘abridge’ books, shorten them into easier to access chunks, and it is the parts we choose to include, and exclude, that draws my attention.

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Categories: Library

The Evolution of Speech Analytics

Speech analytics has revolutionised how organisations manage customer interactions, progressing from its origins in large contact centres to becoming a critical enabler of real-time customer engagement. Historically, it was a resource-intensive tool housed on on-premise servers, primarily adopted by enterprises to optimise quality assurance (QA) processes, extract insights from customer interactions, and, in some cases, improve sales performance. Today, advancements in real-time analytics and large language models (LLMs) have vastly expanded its capabilities, introducing automation, efficiency, and real-time problem-solving into operational workflows.

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Categories: Library

AI and the future of Contact Centre Quality Assurance

Whether you love it or hate it, AI is here. AI has had a bigger impact on Contact Centres than Analytics, WFM, Quality Management, Insight Dashboards, and other technologies we’ve used over the years. It’s as significant in our lives as mobile phones, broadband at home, smart devices and IoT have been.

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Categories: Library

10 Things They Won’t Tell You About Forecasting

We all get fixed on forecasts, but none of us can see into the future. A forecast is basically a guess – an educated guess. What we can do is study what has happened in the past. By analysing past data for patterns and trends, we can make an educated guess about future outcomes. Unless we get lucky, it will probably be wrong.

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Categories: Library

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