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Industry News

The UK's most popular call centre magazine
Getting home agents up and running isn’t always straightforward. Here is some advice on overcoming common problems. Issue 1: Managing home agents effectively when you have no direct visibility of virtual teams The solution Adopt specialist technology tools that provide […]
Conventional management wisdom: You can have quality or quantity but you can’t have both. Bang ‘em out quick Sod the quality, feel the width Cost, quality, speed ~ pick any 2 Even the Romans knew this was the case. It […]
During our webinar “Skype and the Contact Centre” our audience were asked  “Do you personally use Skype?” Poll answers Yes – for voice calls    45% Yes – for video calls    48% I am planning to     9% No    24% Source: […]

Service News

A number of MPs chaired by Philip Davies MP and Steve Reed MP have launched the All-Party Parliamentary Group on Customer Service and appointed the Institute of Customer Service as a Secretariat to the group.
The latest UK Customer Satisfaction Index (UKCSI), which surveys nearly 10,000 consumers, reveals that satisfaction has continued to fall leaving people more unhappy with their customer experience now than they were in January 2011, a major concern for organisations as the economy begins to grow.
The Institute reports on how utility companies can improve trust, customer satisfaction and business performance.