Following the ecosystem strategy, the Contact Centre Forum required a single website platform capable of supporting multiple regional communities while preserving their individual identities. The goal was to remove duplication, streamline administration and create a scalable structure that could support future growth.
The challenge
Previously, South West Contact Centre Forum and Northern Contact Centre Forum operated separate websites, leading to duplicated event listings, repeated content updates, inconsistent user experience, multiple logins for administrators and limited cross-region visibility. A single platform needed to support both shared and region-specific content.
The solution
Candid Creative Studio designed and built a unified WordPress platform using a custom regional taxonomy. This allows content to be filtered by region while still existing within one shared ecosystem.
The structure supports shared national news and resources, region-specific events and updates, unified member directory, cross-region promotion, single-login administration, and consistent user experience.
Local and national content together
Users can browse content relevant to their region while also discovering activity across the wider network. This balance ensures strong local engagement without isolating communities from each other.
Reducing duplication
The consolidated platform removed the need to create content multiple times. Events and updates can now be shared across regions where relevant, improving efficiency and consistency.
Built for scalability
New regions of the business can be added easily using the same taxonomy structure, like Scotland Contact Centre Forum in early 2025. Each new community inherits shared functionality while maintaining its own identity. The system is flexible, agile and designed to grow with the business.
Before
From a range of acquisitions and mergers, the company had several websites, the team had several logins, and content and events were being duplicated across all the platforms.
After
Admin dashboard with taxonomy structure: a simple click or two to make any content relevant to one or many of the communities the Forum operates in.