Access insight and knowledge pieces. These are a mix of open resources and some accessible to members only
Featured Resource
APPG on Back our essential workers: Service with Respect campaign (25 Feb 2021)
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service…
UK Customer Satisfaction Index (UKCSI) Jan 2021 – Infographic
The January 2021 UKCSI is 76.8 (out of 100), and the lowest level since July…
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Who Do You Trust? Improving trust through customer service – Research Launch
April 13, 2021Watch below the Breakthrough Research Launch on Who Do You Trust? Improving trust through customer service. The Institute’s CEO, Jo...
APPG on Back our essential workers: Service with Respect campaign (25 Feb 2021)
March 31, 2021The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians, and establishes a...
Everything you need to know about Management Qualifications
February 17, 2021Watch this video where accredited tutor, Fiona Bazalgette, takes you through the course structure and highlights how she helps her...
Accessing the VLE: Guide to accessing the Virtual Learning Environment
February 10, 2021The Virtual Learning Environment (VLE) is an online learning platform for members to access their training content and qualifications. Here’s...
Taking the robot out of the human – Interview with Capita
February 8, 2021Extract from Customer Focus Magazine: Issue 31 (Jan 2021) Twenty-five thousand agents; multiple sites; every industry covered, dealing with every...
UKCSI January 2021 Webinar Launch
January 29, 2021Watch the webinar launch of the UKCSI January 2021 below. The Institute’s Head of Research and Insight Brian Weston and...
UK Customer Satisfaction Index (UKCSI) Jan 2021 – Infographic
January 28, 2021The January 2021 UKCSI is 76.8 (out of 100), and the lowest level since July 2015. Many organisations have displayed...
Member Dashboard: Your UKCSI sector reports and resource packs
January 22, 2021Your Member Dashboard gives you easy access to your member benefits along with our latest thought leadership, member-exclusive resources and...
Member Dashboard: Your latest Customer Focus Magazine
January 18, 2021Your Member Dashboard gives you easy access to your member benefits along with our latest thought leadership, member-exclusive resources and...
Green Goes Mainstream? Customer service and the green agenda – Research Launch
January 13, 2021Watch below the Breakthrough Research Launch on Green Goes Mainstream? Customer service and the green agenda. The Institute’s CEO, Jo...
