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.


Best Practice in Quality & Improvement Assisted Learning Pathway

w/c 16th May 2022, Virtual Learning

This course is for professionals, who want to make a tangible difference over the coming year, with robust frameworks for quality and improvement, based on proven methods.  Through the programme, you will:

- Learn how to put customer experience and quality at the heart of your operating model & culture.
- Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
- Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
- See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

Best Practice in Quality & Improvement Assisted Learning Pathway

w/c 7th March 2022, Virtual Learning

This course is for professionals, who want to make a tangible difference over the coming year, with robust frameworks for quality and improvement, based on proven methods.  Through the programme, you will:

- Learn how to put customer experience and quality at the heart of your operating model & culture.
- Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
- Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
- See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

Best Practice in Quality & Improvement Assisted Learning Pathway

w/c 29th November 2021, Virtual Learning

This course is for professionals, who want to make a tangible difference over the coming year, with robust frameworks for quality and improvement, based on proven methods.  Through the programme, you will:

- Learn how to put customer experience and quality at the heart of your operating model & culture.
- Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
- Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
- See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.

Free Webinar - 2020 Vision: Crystallising your knowledge Launch

Hosted on 27th April 2020 by Phil Anderson and Paul Smedley

2020 is The Forum’s 20th year and this year we want to look back on our first 20-years and think ahead for the next 20-years. Our vision, back in 2000, was and remains to raise standards in customer operations helping to set standards across Planning, Insight and Quality. Now, having established communities of best practice we can continue to raise standards and prepare for the future.

This year’s theme refers to the clarity and sharpness of vision required to purposely move forward towards your targets, goals and dreams. Whilst recognising the benefit of our fluid thinking over the past 20-years to crystallise our knowledge of best practice and standards.

 - “Purpose, Learning and Self-Awareness” Keynote from The Forum’s Phil Anderson
 - 2020 Best Practice Guide launch and chapter review
 - 2020 Best Practice Programme – how to get involved

Quality & Improvement

Supported by: 

29th Sep 2021, 14:00 - 15:30

2nd Dec 2021, 14:00 - 15:30   

1-Day Influencing Skills for Analysts & Managers

Date TBC

Learn how decisions are made, utilise behavioural preferences and identify the preferences of those we want to influence. After this course you will;

  • Understand the concept of influencing vs manipulation
  • Be able to apply social styles and six key principles to aid influencing
  • Appreciate how humans make decisions
  • Take away methods to try in the workplace

1-Day Feedback & Coaching for analysts

Date TBC

Learn techniques and explores coaching in the context of feedback and performance improvement as colleague, mentor or manager. After this course, you will;

  • Understand the role of feedback and be able to articulate best practice
  • Have developed and practised coaching skills
  • Know how to use coaching style questions to deliver feedback

Introduction to Continuous Improvement Methodologies

Date TBC

Understand some of the key models, theories and tools which can simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage your resources.

Scientific Methods

Date TBC

The Scientific method is a great way to structure your analysis to produce measurable and repeatable results.  In this webinar we will look at:

- What is the scientific method?

- Creating a hypothesis

- Testing your hypothesis

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.

Conferences

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
The Forum,
PO Box 173
High Peak
SK17 1DL

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