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Industry News

The UK's most popular call centre magazine
Perspective. If we are to improve the performance of human worlds (couple, family, neighbourhood, team, department, business, nation…) perspective taking is essential. It occurs to me that the simplest form of perspective taking is attentive-receptive listening to those who find […]
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what […]
The vast majority of contact centre agents have to log in to more than 3 computer system on a daily basis. Poll – On a daily basis, how many computer systems do your agents have to log in to? – […]

Service News

Simon Roberts, Executive Vice President of Walgreens Boots Alliance and President of Boots, has been appointed as non-executive director and chairman of the Institute of Customer Service.
Customer satisfaction in the UK has flat-lined, over the past 6 months, but some sectors that regularly attract scrutiny – including Banking, Transport and Utilities – have shown signs of improvement.
Jo Causon, CEO of The Institute of Customer Service, responds to the Chancellor's announcement that elected mayors and councils can relax the rules on Sunday trading hours in England and Wales.