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Industry News

The UK's most popular call centre magazine
Here are some great tips provided by our readers… During our Live Chat discussion on training and induction, we collected some hints and tips on how to keep agents engaged in training, as well as ideas on ice-breaker activities and […]
Our panel highlight the mistakes you should be avoiding in order to succeed using webchat. Mistake #1: Overusing proactive, pop-up webchat While a bright or invasive chat pop-up will get noticed, it may soon annoy the browser. Consider limiting the […]
Bill Backus explains how to communicate effectively with your homeworking agents. Open and immediate communication is the essence of a successful virtual model. Mastering the art of sharing information in a timely and straightforward manner will assure a positive work […]

Service News

Consistent improvements in customer satisfaction is key to trust and reputation.
Automotive sector take fourth position in customer satisfaction index
Retail (non-food) delivers the highest levels of customer satisfaction in the UK but experiences second year of declining customer satisfaction.