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Latest News

from The Welsh Contact Centre Forum

For more news from across the UK's contact centre industry, make sure to check out

Industry News

The UK's most popular call centre magazine
Would joining up with other departments help solve problems on the customer journey? 65% of our readers think so… Poll answers Avoid demand created by others e.g. marketing – 17% Lync / instant messaging – 22% CRM – 48% Agent […]
Lisa Binney reveals the best practice advice every contact centre should follow. 1. Get your senior managers out on the floor… Permanently! In one company I worked for, no manager had an office, they didn’t even have a special bank […]
In this article we look at the best methods to measure and calculate service level. Service levels are quite easy to calculate in the contact centre, but there has been a lot of confusion on how to measure them. The […]

Service News

Many UK companies are failing to keep up with the rapidly changing customer environment according to the latest UK Customer Satisfaction Index (UKCSI). Overall satisfaction has in all four surveys since January 2013 and is now lower than at any point since January 2010 - only the utilities and banking sectors have improved during 2014.
Taking a look at the trends shaping customer service in the next 12 months
The 2015 Awards Shortlist has been announced