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Industry News

The UK's most popular call centre magazine
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 – […]
We look at the pros and cons of each office style, from cubicles to pods. Office layout isn’t just about cramming in as many desks as possible until you have to hold your breath to squeeze between them. Your office […]
Our readers share their top tips for improving call quality monitoring in the contact centre. Training and Induction 1. Ask agents to listen to calls during the induction phase In our induction training, we get new advisors to listen to […]

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.