The proof of the pudding is in the tasting. The real value, success or effectiveness of something is truly realised by testing or trying it. The moment of true isn’t the appearance or promise of something but the reality and in the case of the pudding the taste.

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. We each have the power to drive change, however this isn’t about being alone but part of a group. It takes a community of best practice to raise a professional. Over the past 12-months, more than ever we have seen how members have used the wider community seek assurance, learn new ways, share ideas and ultimately become more confident to succeed. We have all demonstrated our adaptability and ability to develop and improvement. It’s now time to stand up and make a difference.

“Covid was a moment of truth for many companies.  It made companies call centre models more transparent than ever before” Nick Lane, MD Customer Service, BT EE Plusnet

“Our industry has been waiting and working towards this moment, and now we need developed, knowledgeable and agile professionals to grab hold of this opportunity, for that’s what it is, and lead customer engagement, colleagues development and corporate responsibility to the next generation of contact centres.” Colin Whelan, Head of Workforce Optimisation, Hoist Finance

“The opportunity to influence and shape how we recover and grow from the pandemic, one of the biggest challenges we have faced post wartime and a great opportunity for individuals to step up and help re-shape the new normal.” Paul Milloy, Forefront Executive Council Chair, Intradiem

“I think it’s true for a lot of teams - post pandemic, this is where they find out if their underlying processes and techniques actually WORK; it’s where they and their business decide on what they really want to achieve and how they do it; and it’s also the point where relationships are tested - do you really have influence over your stakeholders’ decisions?” David Preece, Solution Consultant, QStory

We would love to hear what Moment of Truth: Confident to Succeed means to you. Please drop me an email. Phil.anderson@theforum.social

Author: Phil Anderson

Date Published: 15/12/21