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 see a message that says an article does not exist, try logging in to view it.
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What is an effective skills development strategy?

Upskilling is a key part of your workforce strategy, bringing together good planning, knowledge & performance with a culture that encourages development and retains talent.

Measures vs Targets: How to focus on what matters most

The true success of any metric lies in the behaviour that it drives, so choose wisely what you report or target, and build a strong foundation of diagnostic measures first. This is how you focus.

Great performance doesn’t happen by chance. A performance playbook will help people see the difference they can make. So, define what it means to be at different levels on any measure, why this matters, and what action is needed.

How can one size fit all? Creating a future-proof workforce strategy and flexibility toolkit.

The topic of working patterns and practices is hugely emotive, rightly a business priority now as we redefine our strategy post pandemic. What do your people want? How do you match resource to demand? What are others doing? Phil Anderson brings you up to speed with key principles and the latest new approaches, demonstrating what kind of tools you need to be fit-for-purpose in a fast-changing world.

How to thrive in a hybrid and digital world

Explore the factors to consider as you build new operating models and learn from the profound impact of the pandemic on knowledge sharing, social connection, working patterns and productivity assumptions.

Acquiring new technology? Learn how to steer clear of the biggest pitfalls

The traditional RFP process, commonly run by IT departments, brings you in far too late to actually make a difference. So take a look at the pitfalls to avoid and some tips on how to do it differently.

Next generation customer contact: what do we need to do to be ready?

Ironically, the next generation is often about what is possible now, from a technology perspective, but not yet operationalised. That’s the challenge. Yet the waves of change, these past two years, have left more ‘in reach’ than we might have thought possible before. So, let us look at our part in becoming ready for customers who want to engage in new ways.

Questions to consider for annual leave

As the world reboots after the firm reset of the Pandemic, we have the opportunity to revisit, redefine and reshape how we have done things. 2020 was a strange year, especially for annual leave, as lockdown restrictions changed how we used annual leave and the Government stating leave can be carried over, firmly “kicking the can” down the road, to give us a problem for another day (or year).

Telling stories with numbers

What’s the most important part of our job? What do members of our Learning Academy find most useful? We may pride ourselves on specialist knowledge or technical skills, but if stakeholders don’t get what they need from us, and trust our analyses, we will just be ignored. Explore what members are finding in two powerful Accredited Learning Box Sets.

A focus on learning for the Quality Team at FIS WorldPay

Paul Smedley, Founder & Chair at The Forum was talking with Jacqui Spencer, then Head of Quality, at FIS/Worldpay.

Liquorice Consistents – Does somebody at Bassetts not like me?

At our Customer Strategy & Planning Connections conference in Newcastle on 26th April ‘22 we explored probability using Liquorice Allsorts.

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