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The Forum

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Real-time Master Class

Real-time Master Class

What to look for when buying… a Speech Analytics Solution

What to look for when buying… a Speech Analytics Solution

Conference details released

Conference details released

Forecasting Methods

Forecasting Methods

Advanced Certificate in Customer Contact Planning and Management – For Analysts

Advanced Certificate in Customer Contact Planning and…

Advanced Certificate in Customer Contact Planning and Management

Advanced Certificate in Customer Contact Planning and…

Analysis Workshop

Analysis Workshop

1 Day Resourcing & Planning Insights Workshop

1 Day Resourcing & Planning Insights Workshop

Planning Forum Events – 2014

Planning Forum Events – 2014

Trade Secrets: How to Get the Best Out of Your WFM Software

Trade Secrets: How to Get the Best Out of Your WFM…

UK planning industry skills levels revealed

UK planning industry skills levels revealed

How do I… Get a single view of the customer?

How do I… Get a single view of the customer?

The Best Ways to Use Social Media in the Contact Centre

The Best Ways to Use Social Media in the Contact Centre

Contact Centre BSc shortlisted for training award

Contact Centre BSc shortlisted for training award

What are the Best Ways to Use Contact Centre Wallboards?

What are the Best Ways to Use Contact Centre Wallboards?

How to Deal with Long Queues in the Contact Centre

How to Deal with Long Queues in the Contact Centre

An Introduction to… Workforce Management Applications

An Introduction to… Workforce Management…

What to Look for When Buying a Workforce Optimisation System

What to Look for When Buying a Workforce Optimisation…

Types of Outbound Dialer

Types of Outbound Dialer

61 Top Tips for Workforce Management Technology

61 Top Tips for Workforce Management Technology

The Forum

The Forum

Ofcom Regulations

Ofcom Regulations

How Are Contact Centres Getting More Their WFM Systems?

How Are Contact Centres Getting More Their WFM Systems?

Workforce Management Satisfaction

Workforce Management Satisfaction

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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