ICS was founded by Stephen Connock in 1996 and formally incorporated in February 1997. The aim was to significantly improve customer service performance and raise the status of people working directly or indirectly in customer service roles. Up to then, customer service had for too long been seen as part of after-sales, but increasingly it was becoming the difference between success and failure for organisations.
We recognised the need to focus clearly on the key issues affecting customer service performance. As a result, we have tools to assess organisational performance and identify key areas for improvement. We also set up a professional framework to help people gain customer service skills and give them recognition for using them.