Member Resources & Library

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

Partner Article: Recovery Accelerator Kit at Calabrio

Published on 12 March 2021

Partner Article: Recovery Accelerator Kit at Calabrio


Modern Tools for Winning Customer Loyalty & Growing Your Market Share

With the devastating loss of lives and livelihoods, it’s strange to hear prognosticators speak of “opportunities in the New Normal.” But history tells us it’s true.

Let’s start by comparing the coronavirus global pandemic to the 2008 global financial crisis. Those who were in the workforce at the time will tell you it felt like the economy was utterly derailed in 2008. Whether you worked in a neighborhood restaurant or a global bank, the impact of a 1.7% decrease in global output (per the International Monetary Fund or IMF) felt like a freight train flying off the tracks and hitting a brick wall. In a much shorter period of time, the IMF tells us global output amid the pandemic will fall 5.0% this year. Maybe even 7%.

This global recession is unquestionably deeper and more protracted than the one in 2008-09. But the organizations’ behaviors are similar.

During the previous recession, a majority of organizations cut staff and slashed budgets. Many hunkered down and waited for the inevitable recovery to begin. A smaller number of organizations invested in two things — innovation processes and digital technologies. A study of those companies, conducted by McKinsey, shows the impact of a resilience and investment in terms of shareholder value.

Read more

Comments (0)Number of views (884)

Author: Leanne McNamee

Categories: Library, Partner News


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.


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

Copyright © 2021 - All Rights Reserved -