2023 Best Practice Programme
The Forum launched our 2023 best practice programme, which includes: virtual networking, learning from our award finalists and our conferences.

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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Insight Keynote

Verint Technology Showcase

NICE Technology Showcase

Calabrio Technology Showcase

QStory Technology Showcase

Opening Keynote

Partner Article: What contact centre agents are looking for in employers David Marshall, Regional EMEA Lead at Intradiem

Filling contact centre roles used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case. 

How can data drive success?

Data-led decision making stands out in all the award categories this year. So what are the top lessons for us to learn?

Shaping the future: success with scenarios in a volatile and complex world

How we deal with uncertainty and ambiguity is key to success or service. What worked yesterday won’t work tomorrow, but that doesn’t mean we need to treat each situation as a new problem. Paul Smedley explores what we can do to be ready, ‘whatever happens’.

Hear your advisors: agent wellbeing and mental health

We love to talk about innovative technologies for customers, but not so much agent attrition and an advisor’s experience. James Hughes explores the big secret!
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