As there are so many aspects to customer service, we've brought them together in this section of the website. Here you’ll find information, top tips and advice on everything from good practice and strategy to organisation design. At the moment we’re working hard to keep this up to date and to develop it even more.
We’ve sub-divided the Knowledge section into:
- Research
We publish research on a wide range of customer service topics. Here you’ll find details of our approach to research and summaries of our research reports.
- Books
We’re always encouraging customer service professionals to extend their knowledge, and plenty of books on the subject are readily available. This is where you’ll find reviews of the most recent publications.
- Articles/White papers
Here you’ll find links to summaries of articles from both ICS and non-ICS publications that we think you’ll find interesting and useful. Some are also available to download.
- Case studies
Here you can find out how other organisations have benefited from their ICS membership.
- Quotes
Quotes are a great way of spicing up your reports, presentations or speeches. Here we’ve collected a few to do with customer service, management and business.
- Guidance notes
We can’t tell you how to do something, but we can give guidance on things to think about as you’re preparing strategies and operational processes.
- Labour market information
This section contains key points from official publications about the customer service labour market in England, Scotland, Wales and Northern Ireland.
- Discussion forum
Our members use the discussion form on this website to ask questions and share information and experiences. This is a public area of the site and anyone can see it and learn from it.
- Glossary of terms
The A-Z of customer service
- Careers in customer service
You’ll find customer service jobs and careers in every sector of commercial, public or not-for-profit organisations. If you’re a customer service professional, you’re really spoilt for choice!
If there’s a topic you think we should put into our knowledge bank, just let us know by getting in touch with our knowledge manager.
Don’t forget:
- there’s a search engine for you to use at the top of the page
- our links page lists websites you might find useful