User Groups
Unlocking value through User Groups
Our User Groups are a powerful perk of your membership, delivering substantial returns on your investment. Designed to engage every department within your centre, these sessions run year-round and are entirely free for Forum members to attend. No limits – send as many team members as you need. These sessions are more than just meetings; they're your ticket to personal and professional development.
Connecting minds and igniting progress
Our User Groups bring together like-minded leaders from various centres across the UK, fostering connections that fuel innovation. Each group has a dedicated Chair, ensuring ongoing support and collaboration. It's not just a discussion; it's a dynamic round table debate, featuring by heavyweights leaders. Attend, learn, and expand your horizons.
Team Leader User Group
Group Chair: Amanda Burnett
An opportunity to discuss training issues with like minded people. The previous meeting examined the role of the coach and how Screwfix have embedded coaching into their learning culture through a colleague-to-colleauge approach.
Planning, Analysis & Insight User Group
Group Chair: Paul Sanders
The Planning, Analysis & Insight Group exists to share experiences and best practice across our region for the benefit of all. Previous topics covered include planning for exceptional circumstances and major events.
Senior Managers User Group
Group Chair: Nicola Eaton Sawford
Have you ever wished you could collaborate more with other leaders who face similar challenges to you and are also spearheading change in their respective organisations? Getting a strong perspective on what everyone else is focused on, what’s working and what’s not? That’s what this forum is all about – 120 minutes collaborating and no navel gazing! Together we will explore different sectors, draw inspiration and learnings, share ideas and motivate each other. Our time together will be energetic, highly engaging and thought provoking – you’ll leave bursting with ideas and confidence.
Training & Coaching User Group
Group Chair: Emily Shaw
If you are delivering training and or coaching to your centres, this group offers the opportunity to discuss training and coaching hot topics with like-minded experts. All sessions bring the group together to share best practice through sharing working practices within each centre, providing valuable takeaway solutions and ideas to explore and digest.
Public Sector User Group
Group Chair: James Alden
A dedicated group which discusses the issues faced by the public sector, including roundtable updates, impact of welfare reform, channel-shift in the contact centre and quality.
HR & Recruiting User Group
Group Chair: Katy Forsyth
HR, and recruitment, are such an important fields of work in enabling businesses to achieve success. We are the mechanisms to find, train, develop and nurture talent and help to influence and shape culture. As a group of professionals, we should be encouraged to share good and best practice, learnings, ideas and initiatives, and systems or procedures that have transformed how our people engage with our businesses. This is what the Group will try and achieve.
Agents User Group
Group Chair: Jane Thomas
Unique opportunity to Inspire your agents with best practice and industry insight, with topics addressing real challenges and opportunities.
Health & Wellbeing SIG User Group
Group Chair: Dr Lee Graves
We know that a happy and healthy workforce will better support our business goals, but how do we make this a reality? What are other centres doing to promote health and wellbeing? What works, and importantly why does it work? This group is for health and wellbeing decision makers and influencers who want answers to these questions.
Transformation & Innovation User Group
Group Chair: Cyrus Bryan
Exploring the technological advances and digital approaches that are changing service models across all industries, this new Transformation & Innovation Group will discuss the emerging strategic priorities and the tools and techniques leaders must adopt to secure an operational advantage.