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Industry News

The UK's most popular call centre magazine
One of my favourite quotes is from Henry Ford: Whether you think you can, or you think you can’t — you’re right. Personally, I am all for a bit of self-belief, but does it work for organisations as well as […]
My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments. As a leader or a marketer, if you want an employee or a customer […]
Let’s say that you want to grasp an organisation’s strategy – say customer strategy or customer experience strategy. By strategy I mean the organisation’s manner of ‘showing up and travelling’. How would you go about determining that? Who would you […]

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