Keep updated of new research and knowledge we commission and publish: Subscribe to research updates.
- Literature reviews
- Keep abreast of the latest customer service thinking and explore the literature that informs it. Free for Institute members.
- Research reports
- We’ve published research into subjects such as defining world–class service, measuring customer satisfaction and using reward and recognition.
- Case studies
- How organisations have used and benefited from Institute membership.
- Guidance notes
- Advice on preparing strategies and operational processes.
- Quotes
- Quotes on customer service, management and business.
- Glossary of terms
- The A-Z of customer service
- Articles and white papers
- Published by member and non–member organisations
- Careers in customer service
- What makes a good customer service professional and how do you start your career?
- Forum
- Post a question for other customer service professionals
- Labour market information
- Background research on the Customer Service Qualification Strategy (CSQS)
If you’d like to add a resource contact our knowledge manager.