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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Moment of Truth: Confident to Succeed

Our actions, or inaction, will define us. We are the key to our own success. During 2021 we focused on unlocking opportunities and the part each of us can play in helping to shape the future. For 2022 we want to focus you on your Moment of Truth and being confident to succeed.

Looking back on 2021

2021 was our year for Unlocking Opportunities. Doing more of what we do well is a great opportunity that we don’t always fully exploit. One of the most valuable things we can do is put time aside to reflect on what has gone well. When things go wrong we are quick to review, so that we can learn from our mistakes. We are not so good at learning from our successes. If we can repeat and build on our successes then that has to be a good thing. As we come to the end of 2021 it is time to look back on what we have done well, so that in 2022 we can do it again only better.

Customer Strategy & Planning 2022 Virtual and Face-to-Face Conference

The Customer Strategy & Planning Conference will be held during April in 2022, with virtual keynotes, technology showcases and workshops prior to our community connection day on 26th April in Newcastle. The conference will close with the Awards Gala and evening of celebration for the community. The intention is to combine the best of both virtual activity, as experienced over the past 2-years, alongside the traditional face-to-face interaction, which The Forum is proudly associated with.

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.

How to redefine your budget planning process

Budget plans are never easy, harder than ever post-COVID. Yet is the uncertainty this year an opportunity to re-define how we budget? How can it be a benchmark that drives joined-up decisions at every stage of the planning cycle? A good budget process will help us understand volatility, uncertainty, conflict and ambiguity. It aligns priorities across the organisation and shapes what we do operationally. Why not take a fresh look at what you do?

Working from home in the midst of a global pandemic

Karen Christmas started her accreditation training with the pandemic and offers some top tips from personal experience.

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