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Industry News

The UK's most popular call centre magazine
Only 9% of contact centres quality score their agents’ calls using a 5-star banding system (5 star, 3 star, etc). Poll – How Do You Quality Score Calls? – answers Pass/ Fail on each call – 16% 5-Star Banding – 9% […]
As the need to ‘go digital’ grows ever stronger, more of us increasingly wonder what this means. Is it just about the new tech that keeps turning up? Such as enterprise software, now sliced and diced into bite sized apps […]
I’ve come across quite a few of the brands that offer social customer service here in the UK. Some have attended my masterclass. Others are regulars at the annual conferences hosted by Our Social Times. There are also award winners […]

Service News

Retail Food sector ranks second in UKCSI but Banking and Tourism sectors close the gap
Reacting to news that a new Consumer Ombudsman service has been launched today, Jo Causon, CEO at the Institute of Customer Service argues that “this is a wake-up call for any organisation that only gives an after-thought to complaint handling and customer service.”
Latest data shows sector is fastest improving in UK