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The Forum

Discover and explore our The Forum content collection, including articles, blogs, news stories, case studies, resources and more.

Recent Articles Most Viewed Articles
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

The Role of a Planning Team

The Role of a Planning Team

Choosing a Speech Analytics Solution

Choosing a Speech Analytics Solution

Answer Machine Detection

Answer Machine Detection

How Many Calls Should an Outbound Agent Make

How Many Calls Should an Outbound Agent Make

The Top 10 most respected Call Centre People – 2009

The Top 10 most respected Call Centre People – 2009

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Top Stories

8 Ways AI Is Already Changing WFM for the Better

How to Keep Your Promises to Customers

Can You Afford to Ignore Shadow Knowledge?

Latest News

Xander Freeman Shares Latest Call Centre Helper Research on Zoom Podcast

8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

Resources

eBook: EU Data Sovereignty for the Contact Centre

Demo: Smarter Self-Service Powered by AI and Built to Learn from Every Interaction

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

18th October 2026

Customer Contact West 2026

Latest Blogs

Reversing the Sprawl…And Why More Isn’t Always Better

How to Fix The Most Common WFM Planning Mistakes

Upcoming Webinars

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?