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 advice@theforum.social.

Employee Lifecycle, Shrinkage and Performance Management

What are the top 3 challenges for contact centres? Speaking to a large a sample of our 150 member organisations, we have identified the following three:

  • Recruitment and retention
  • High absence and other shrinkage factors
  • Performance Management

Standards and Business Accreditation

The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.

Will homeworking outlast the virus?

Who will be rushing back into the office and what choices will people be offered? Is this a global shift in our work lives? What is driving decision making?

Healthy Working Patterns for a hybrid world

Homework is opening up new approaches to scheduling and resource allocation. So, could hybrid working be a platform to support wellbeing and deliver different outcomes for both business and people?

The four stages of insight: shaping the future

Our true measure of success lies in what is done with information we provide and how much it is trusted. Take a look at this changing focus of analysis and consider what it means for your role and function, whether you are in planning, insight, quality, management or leadership.

Why was everyone moving to the cloud in a pandemic?

Speed, agility and no upfront costs are key drivers, as well as homework, but other benefits are now flowing, as your teams focus beyond just technology, to transform user experience.

How can technology make possible a seamless, customer journey that’s easy and engaging?

A quarter of organisations are dissatisfied with their Customer Experience infrastructure and capability, states the 2020 Global CX Benchmark Report. Two thirds have no cross-channel contact management and just a quarter claim good consistency across channels.

Learn from members what it takes to raise your game, so that customers are truly at the heart of your technology transformation.

How did we get everyone up and running at home overnight when lockdown hit?

We got everyone up and running at home in days, despite coming from a standing start. This is how it happened and what we learned that can help us going forwards.