Please login to view our members-only information and resources.

Member Login

Forgotten your password?

Not a member?

To apply for membership, please select the correct membership type below, then fill in the application form online.

Industry News

The UK's most popular call centre magazine
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: […]
Is it time to overhaul the sitting culture in your contact centre? Did you know that a third of all call centre operators avoid exercise completely during the working week? [Source: The Wellbeing At Work League research commissioned by Brita]. […]
Our panel reveals how you can get the best out of your existing outbound dialler. Present local numbers to improve answer rates When people don’t recognise the caller’s number, or see a non-geographic number, they’re much less likely to pick […]

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.