Member Resources & Library

Enjoy a trusted place where you can easily find solutions. See below for a sample of our articles and resources. Register and log in above to see a wider range. Forum Members have access to the full library by logging in. If you do not have a member log in or if you need help with your password, please email

2012 Winners & Case Studies

Seven organisations have gained prestigious innovation awards for outstanding initiatives that have put the customer at the heart of the solution to drive performance improvement. The overall winner was DRL, with individual awards taken by BT Retail, Direct Line Group, Motability, nPower, Scottish Widows and Transform Sandwell.

2010 Winners and Case Studies

Seven winners gained prestigious innovation awards for outstanding initiatives that improved their operations as places to work and to contact. The overall winner was Scottish Power, with individual category prizes being taken by Harrow Council, HM Revenue & Customs, Netflights, Shop Direct and lastly, Ventura who scooped two.

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.


National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
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High Peak
SK17 1DL

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