The Forum - Call Centre Helper

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The Forum are the only Industry body led by Contact Centre Professionals for Contact Centre Professionals. With a combined experience of over 100 years in the industry our team of specialists are here to help, support and guide you as you navigate the changing expectations of your customers and your people.

Join this active community to get access to:

The largest library of Best Practice materials ANYWHERE!
Our industry leading Collaboration days
Access to an extensive Learning Academy offering accredited training & development
2 Annual Virtual Conferences
The biggest range of virtual networking and specialist discussion groups covering every aspect of our wonderful industry
Annual Awards programme
Standards benchmarking
LIVE Case Studies, Webinars and more!

If you work in the Front Office, Back Office, Planning, Insight, Quality or in a Leadership role we are here to support you.

You don’t have to be a member to enjoy some of these benefits, but it helps.

Resources

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Learning Academy: Innovative, Modular Learning

Learning Academy: Innovative, Modular Learning

Latest content from The Forum

Recent Articles Most Viewed Articles

Secure Your Free Ticket for Contact Centre Expo

Secure Your Free Ticket for Contact Centre Expo

How to Nail Your Outbound Strategy

How to Nail Your Outbound Strategy

The Secrets to Scheduling Multiskilled Agents

The Secrets to Scheduling Multiskilled Agents

Where Do WFM Systems Have the Biggest Impact?

Where Do WFM Systems Have the Biggest Impact?

Bad Habits That Kill Resource Planning

Bad Habits That Kill Resource Planning

What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

The Dos and Don’ts of Agent Scheduling

The Dos and Don’ts of Agent Scheduling

Why Workforce Management Deserves a Seat at the Strategy Table

Why Workforce Management Deserves a Seat at the Strategy Table

Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

What Not to Miss at Call & Contact Centre Expo 2024

What Not to Miss at Call & Contact Centre Expo 2024

The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

The Do’s and Don’ts of Implementing Analytics

What Should You Do When You Think a Customer Is Lying?

What It Takes to Be a More Empathetic Leader

54% Discover Compliance Breach Outside Routine QA Reviews

8×8 Finds 52% Blame CIOs for AI Errors

The Voice AI Agents Buyer’s Guide

Guide: Break the Customer and Agent Burnout Loop

Upcoming Events

14th September 2026

Contact Centre & Customer Services Summit – Manchester

15th September 2026

CX Connect Europe

Are You Measuring Activity or Success?

What Are the Key Use Cases of Contact Centre Automation?

Upcoming Webinars

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

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

Webinar: How to Turn Customer Feedback into Action