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Industry News

The UK's most popular call centre magazine
Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of […]
Over the past 15 years, digital marketing has exploded. With the expansion of social media, many businesses have had to change the way they interact and engage with their customers. Nowadays, people are looking to build a loyal relationship with […]
Gary Kinsella looks at how you can better manage absence in your contact centre. Absence within contact centres always sparks discussion and debate. One thing most people agree on is that it is one of the important indicators for the […]

Service News

Retail Food sector ranks second in UKCSI but Banking and Tourism sectors close the gap
Reacting to news that a new Consumer Ombudsman service has been launched today, Jo Causon, CEO at the Institute of Customer Service argues that “this is a wake-up call for any organisation that only gives an after-thought to complaint handling and customer service.”
Latest data shows sector is fastest improving in UK