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The Forum

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

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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

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

2026 QATC Annual Conference

30th September 2026

Customer Experience Live Show Middle East 2026

Latest Blogs

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?