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Sarah Thompson

Sarah Thompson is Senior Planning and Insight Lead at Skipton Building Society.

She is an Accredited Planning and Insight Specialist and won a well-deserved Forum Hero Award in 2024.

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What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

Build a Parent-Friendly Contact Centre

Build a Parent-Friendly Contact Centre

10 Ways Resource Planners Can Make Their Voices Heard

10 Ways Resource Planners Can Make Their Voices Heard

Our Top Readers of 2024

Our Top Readers of 2024

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise