Member Resources

Enjoy a trusted place where you can easily find solutions, explore the full Forum archive


Partner News: How to Calculate Contact Centre Spin

Read how Call Centre Helper investigate the mysterious metric of contact centre spin and explain why it can be such a headache for contact centre planners.

COVID-19: learning how to plan for the unexpected

If ever there was a time for good planning, this is it. This pandemic has been without doubt ‘disruptive’. Not only do we need to respond ‘in the moment’, but it can also be a positive catalyst for rethinking our operating model and strategic objectives.

2020 Vision: clarity and focus, crystallising your knowledge

Twenty years of raising standards has been made possible by the growth of a vibrant professional community, where we continue to share and learn. From the original vision to now, we look at how this shared knowledge has shaped best practice and look ahead to what the future may bring.

Planning for Christmas Leave 2020

How well did you plan for Christmas? Did you accurately forecast your workload? Did you “fairly” allocate annual leave? Were your customers happy; were your colleagues happy? Or, was is just a case of survival and now you are only thinking about January, February, March and the next budget cycle?

5 Top Tips to communicate with confidence

To turn insight into action we need to effectively communicate and get people bought into our ideas. Analysts with both the technical skills to interpret data and the communication skills to get people engaged are few and far between. Why is that?

Are we focusing on what are customers really want or what we think they want?

I recently saw on the News that Boris Johnson had pledged to invest in the HS3 rail link reducing the travel time between Leeds and Manchester from 50 to 30 minutes at a cost of £39 billion. This a journey I do regularly so my initial reaction was ”brilliant”. However, after that announcement I continued to use the trains and this made me rethink how highly journey time really rates in my list of priorities as a customer. Here is what really matters to me.

Any holidays booked?

The classic hair dresser question “have you got any holidays booked?”, probably as most people have a holiday and most people like to talk about their next planned adventure. Not only that, it is a legal entitlement. However, too often the annual leave process can be “clunky”, an all-round problem, administrative heavy and unfair.

Connect and Communicate with Andy Bounds

To make connections that work, it’s not what you say that counts. What matters is what people do differently after you’ve said it. Andy Bounds is famous for his training, his books, his Tuesday Tips, his ability to help people do what needs doing. Take a moment to learn something you can use.

Consultancy delivers fast and effective results

We understand how our member organisations are under increasing pressure to deliver faster, better and cheaper results and we are ready as a team at The Forum to help you achieve exactly that.

Be your Personal Best: How I conquered Mount Elbrus

Read Dee Chapman's account of her expedietion to climb the highest montain in Russia; Mount Elbrus

Are you making the most of your apprenticeship levy?

It’s been reported for a while that the apprenticeship levy is not reaping the rewards it set out to when introduced in 2017.

Be Your Personal Best

Personal Bests are important for athletes, whether amateur or professional. These provide a benchmark for comparison and instant feedback for future adjustments to training. Ultimately, we need to track how we perform so we can track our progress. Unfortunately, performance cultures can be negative (always falling short of targets), unhealthy (causing stress, anxiety and burn-out) and therefore not sustainable cultures. So how can we balance the need to understand performance versus a negative short-term focus?

Agent Engagement: How to Nail It

There is plenty of evidence that happy agents mean happy customers and staff turnover hurts the bottom line by thousands of pounds. Gain top tips in this short popular conference presentation

Growth Mindset

A blog written by Bob Stella, L&G about fixed and growth mindsets. This thought provoking blog also gives tips in taking control of your mindset.
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 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

Copyright © 2020 - All Rights Reserved - theforum.social