As an independent body supporting the contact centre industry since early 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals.
Widely recognised as the ‘go-to place’ for support teams and business leaders, our team of independent experts offers advice, support and training. We have helped many organisations develop the capability of their support functions through bespoke learning and development, accreditation, qualifications and standards benchmarking.
We pride ourselves on ensuring our members are part of a thriving and active community, networking with other like-minded professionals and sharing best practice.
Professional Planning Forum – aligning structure and resource so that the operation can deliver strategic priorities, while balancing the needs of colleagues, customers and the business.
Data, Analytics and Insight Forum – bringing together business functions to develop mechanisms that turn information into actionable insight and improvement activity.
Quality and Customer Experience Forum – putting customer engagement at the heart of operational performance culture and customer communications, across every channel.
Customer Strategy and Leadership Forum– bringing leaders together to develop numerous broader business areas and to overcome many challenges like reducing costs, while increasing customer and colleague engagement and striving to deliver higher performance overall.
We also produce the Best Practice Guide annually that brings together highlights from our extensive online member library of best practice materials.
Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry.
To find out more about what we do follow the links on the left, get in touch with us using the contact us page or calling us direct on: 0333 123 5960