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Industry News

The UK's most popular call centre magazine
It is common for agents to have to adhere to a long list of rules at work – and this does nothing for morale. Everything from timed toilet breaks to rewarding agents for arriving at work on time can result […]
Here are some ideas to help you create a break-out room your agents really want to spend time in. 1. Turn your break-out room into a living room Turn your break-out room into a living room, so that agents can […]
The majority of contact centres don’t measure how many of their calls are generated by their website. Poll – Do you measure how much of your call demand is generated by your website? – answers Yes – 29% No – […]

Service News

Jo Causon, CEO of The Institute of Customer Service reacts to news that M&S has announced a 6.1% rise in pre-tax profits.
Today the millions of cars were recalled due to faulty airbags Jo Causon, CEO of The Institute of Customer Service, suggests that it will help rather than hinder the industry’s reputation with customers in the long run.
New report shows customers are using social media to complain more than ever.