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Industry News

The UK's most popular call centre magazine
These two polls reveal some discrepancy between expectation and actual response time in the email channel. Poll – How long would you expect to wait for an Email to be answered? – answers 15 Minutes – 1% 1 Hour – […]
We asked our reader panel what they thought about agents eating at their desks. Here is what they said. Some managers think it won’t be an issue if you trust your agents to act like adults… If it can be […]
Our panel of experts look at how Workforce Management technology is expected to change over the next few months and years. What can we expect in the next few years? Traditional forecasting models will be replaced Advances in computer simulation […]

Service News

Most UK CEOs and boards have no understanding of what customers want, yet ignore experienced frontline employees, according to the latest report from The Institute of Customer Service.
Jo Causon, CEO at The Institute of Customer Service responds to a report from the Competition & Markets Authority suggesting some businesses are paying for positive reviews and endorsements online.
Jo Causon, CEO of The Institute of Customer Service responds to news from the National Audit Office that over 10 million people faced problems when using public services in the UK last year.